Bpo Executive

In the contemporary context, BPO indicates back office outsourcing that includes internal business functions such as finance, accounting, front office, human resource, customer care and many more services. A top BPO service provider may offer cross industry horizontal solutions like Human Resources Outsourcing, 

Finance & Accounting Outsourcing, Knowledge Process Outsourcing, Technical Support Services, Customer Relationship Management and Supply Chain Management (SCM). They may also focus on key industry services such as Health Care Services, Financial Services, Public Services, Telecom, Energy & Utility, Logistics, Retail & CPG, Media & Publishing and Manufacturing.

BPO Executive-CRM Domestic Non-Voice (Customer Service Associate, Customer Service Representative).

  1. Greet customers and verify their details, following your organization’s procedures
  2. Read carefully, summarize, and obtain customer confirmation of, your understanding of queries
  3. Express your concern for any difficulties caused and your commitment to resolving queries
  4. Record and categorize queries accurately using your organization’s query management tool
  5. Refer queries outside your area of competence or authority promptly to Appropriate People
  6. Access your organization’s knowledge base for solutions to queries, where available
  7. Resolve queries within your area of competence or authority in line with organizational guidelines and service level agreements (SLAs)
  8. Obtain advice and guidance from Appropriate People, where necessary
  9. Obtain confirmation from Customers that queries have been resolved to their satisfaction
  10. Record the resolution of queries accurately using your organization’s query management tool
  11. Comply with relevant standards, policies, procedures and guidelines when dealing remotely with Customer Queries

Organizational Context (Knowledge Of The Company/ Organization And Its Processes)

  1. Your organization’s standards, policies, procedures, guidelines and service level agreements for dealing with customer queries and your role and responsibilities in relation to these
  2. Your organization’s management tools and systems for recording, categorizing and resolving customer queries
  3. The importance of documenting, classifying and prioritizing customer queries
  4. Your organization’s knowledge base and how to use this to identify solutions
  5. Where to refer queries outside your authority
  6. Who to seek advice and guidance from
  7. The importance resolving customer queries
  8. Standard tools, templates and scripts available for dealing with customer queries
  9. Limits of your role and responsibilities in relation to customer queries
  10. The importance of keeping customers informed about timescales for progress and resolution of customer queriestypical response times for customer queries and the importance of these