Hi guys
What will be my NOC level or code according to this?
currenly i am confused about my NOC level
my job title is- customer relation associate
main duties are-
Authenticate customer information and validity as per client guidelines and HGS contact handling policy before taking the conversation ahead with the customer and discussing any details, record interactions and service/account updates in detail to ensure continuity of support in the future
Champion the customer's solution by owning their experience and seeing them through to resolution; ensure customer experiences world-class service thereby retaining more customers through value-based conversations
Transfer calls from customers with queries on billing, payments, existing and new services, promotions and offers, upgrade or downgrade of services, payments, credits, etc. to the relevant LOB
Use given tools to diagnose, investigate and resolve
internet network issues, hardware and software faults over the phone with the customer; Create tickets, schedule appointments with field technicians and follow up to ensure resolution of the issue
Gather necessary data and escalate unresolved and large scale issues to the supervisor using internal tools available for escalation
Upgrade product and process knowledge by attending huddles, classroom and eLearning sessions
Listen actively & ask probing questions to understand
customer needs, have a value-based conversation with customers, so they understand what they are getting and at what price, the quality of service, etc. and offer the right equipment to serve customer needs.
Upsell products and services, where necessary, to ensure customer benefits with the quality of services from the client.
What will be my NOC level or code according to this?
currenly i am confused about my NOC level
my job title is- customer relation associate
main duties are-
Authenticate customer information and validity as per client guidelines and HGS contact handling policy before taking the conversation ahead with the customer and discussing any details, record interactions and service/account updates in detail to ensure continuity of support in the future
Champion the customer's solution by owning their experience and seeing them through to resolution; ensure customer experiences world-class service thereby retaining more customers through value-based conversations
Transfer calls from customers with queries on billing, payments, existing and new services, promotions and offers, upgrade or downgrade of services, payments, credits, etc. to the relevant LOB
Use given tools to diagnose, investigate and resolve
internet network issues, hardware and software faults over the phone with the customer; Create tickets, schedule appointments with field technicians and follow up to ensure resolution of the issue
Gather necessary data and escalate unresolved and large scale issues to the supervisor using internal tools available for escalation
Upgrade product and process knowledge by attending huddles, classroom and eLearning sessions
Listen actively & ask probing questions to understand
customer needs, have a value-based conversation with customers, so they understand what they are getting and at what price, the quality of service, etc. and offer the right equipment to serve customer needs.
Upsell products and services, where necessary, to ensure customer benefits with the quality of services from the client.