Greetings From Monisha HR ( ) From Sutherland Global Services
To operationally manage US Technical Support Voice Customer Support Voice Process
Position Customer Support
Respond to Query/Complaint/Request from customers including follow-up and close looping (Voice ). Support includes (applicable to all processes/queues)
Internal mails from executives on behalf of customer.
Resolving logs received at Customer Service related to Oral Correspondence.
Coordination with resolution owners sending final confirmation/acknowledgement to customers for forwarded logs (complaint/ request).
Retention Activity Online retention to be maintained by retaining customers who insist to cancel line by calling ,sending an email.
Call back customers for identified cases if required to ensure complete customer satisfaction before closure of case.
Key operational deliverables will constitute
Provide higher first transaction resolution for all queries requests and complaints received.
Minimum repeat calls,mails from customers
Faster reply to customer calls with minimum turnaround time
Retain customers from voluntarily cancel requests