Age Criteria 22 -32 yrs General Description of the Job The job involves – 1. Identifying, Handling and resolving customer queries and concerns while maintaining expected quality as per ICICI Lombard on call, chat or email 2. Documenting / Recording transactions and the necessary follow-up requests with other functions by completing forms and record logs 3. Understanding multiple products and processes 4. Influencing customers to buy or retain product or service by following a prepared script to give product reference information Role & Responsibilities 1. Comprehend and resolve the Customer’s concerns/ requirements by gathering/recording an appropriate level of information to determine the nature of the query/request and action required. Processing each call / mail / chat in accordance with IL standards. 2. Provide/take relevant information and update the system/s accordingly. Where the query cannot be successfully concluded at the first point of contact, provide the relevant functional area with a clear and concise written/verbal summary of the situation and its priority. Provide the Customer with a clear explanation of the action taken. 3. Ensure complete participation and contribution in organization/process level initiatives that may be implemented from time to time to improve efficiency 4. Ability to understand and handle irate customers 5. Smoothly operating telephone equipment, automatic dialing systems, and other telecommunications technologies and all applications 6. Ability to achieve stretched targets and able to manage the organization standards 7. Maintain Superior quality service by following organization standards Education Requirements/ Skills 1. Any Graduate / MBA / Under – graduate 2. Typing speed of 30 to 40 wpm 3. Minimum 1-3 years of relevant experience of domestic/international BPO 4. Strong interpersonal, problem-solving skills and verbal and written communication skills 5. Strong computer knowledge and technical skill