Customer Support Executive

Position: Call Quality Analyst

Key Responsibilities:

1. Conduct call audits: Listen to recorded or live customer service calls to evaluate the quality of interactions, ensuring adherence to company standards.

2. Quality assessment and control: Evaluate call agents' performance based on established metrics, including communication skills, product knowledge, adherence to scripts, and compliance with company policies.

3. Provide feedback: Deliver constructive and actionable feedback to call agents based on audit results to help them improve their performance and enhance customer satisfaction.

4. Reporting: Prepare detailed reports summarizing audit findings, trends, and areas for improvement. Provide regular reports to the management team.

5. Process improvement: Work with cross-functional teams to identify process improvements that can enhance the overall quality of customer interactions.

6. Compliance: Ensure that all customer service activities comply with legal and regulatory requirements.

7. Customer feedback: Incorporate customer feedback into quality assessment processes

Qualifications:

• Bachelor's degree in a relevant field or equivalent work experience.

• Proven experience in quality analysis and call auditing, preferably in a customer service environment.

• Excellent communication skills, both written and verbal.

• Knowledge of relevant industry regulations and compliance standards.

• Proficiency with Microsoft Office suite (Word, Excel, PowerPoint).

call QA for Pune

language- gujarati, tamil, telugu,malayalam, Punjabi, kannada (any)

Experience- 6months- 2yrs (BPO Voice also considerable)

Salary- 25k ctc location: Vimaan Nagar

call QA for Banglore/Jaipur

language- Hindi andEnglish (both)

Experience- 6months- 2yrs (BPO Voice also considerable)

Salary- 22k ctc LOCATION: HSR layout

·      Have Knowledge of the UC &/or CC platforms in the market (Chat, Meetings, Video, Phone, Marketplace/API)

·      Having voice and Network knowledge, SaaS experience is nice to have

·      Have solid business acumen and executive presence, able to position UC/CC Communication platform end-to-end

Main Responsibilities:

• Should be accountable for the deliverables of assigned MS Dynamics CRM functionality
• Should be able to work with Business groups, Architects to understand the functional expectations, produce technical solutions and documentation
• Should be able to conceptualize and design solution, independently customize, develop/code using MS Dynamics 365 and technologies such as C#, .Net, Integration technologies including SQL Server & Kingsway Soft
• Should be able to own technical impediments, liaise with various groups and troubleshoot /resolve
• Participate in the Scrum process activities including Sprint Planning and Estimating sessions, Daily Stand-ups, Sprint Demos and Sprint retrospectives.

Basic Qualifications:

• 4+ years’ strong experience in MS dynamics 365 implementations & support and extensive experience with C#, .NET, JavaScript, Power apps
• Strong experience in Web API development and plug in’s
• Strong experience in integration technologies including SQL Server & KingswaySoft to connect internal & third-party systems
• Experience with Power BI, SQL Server Integration Services, ASP.net, client-side JavaScript frameworks, Xamarin.

Preferred Qualifications:

• Strong experience using Microsoft Azure Dev Ops, MS Visual Studio and MS SQL server

We are looking for a copywriter with an experience of 2 years who could take care of different marketing content throughout its journey until it gets published. It means you would not just write content but use Canva to design images, coordinate with the SEOs to optimize the content for search engines, and work with different team members to get the content uploaded.

We are looking for a writer who loves reading and for whom writing is second nature. If you read books, especially novels and newspapers, we would love to talk to you.

Our target audience comprises businesses. Therefore it is essential that you are able to write in a business language yet make it engaging.

PLEASE NOTE:

1.     This is an in-office role

2.     You must complete a series of in-office tasks if you are shortlisted.

3.     When we say 2 years of experience, we mean experience working for an organization as an employee. It won't include freelancing.

4.     You would be working with an enthusiastic and dynamic team of digital marketing specialists who have built the digital presence of Focus Softnet from the scratch.

5.     We expect you to be self-driven. You would get strong support from the team to help you in your work. However, we expect you to be committed and responsible regarding your own work.

Responsibilities:

·       Read and absorb everything related to our products and software

·       Write about our products and software in an engaging way

·       Ensure the content is in line with our branding and messaging style

·       Create new content to assist marketing campaigns

·       Work closely with marketing team members

·       Optimize content using SEO best practices

·       Write blog articles based on SEO guidelines and keywords which you would be provided with

·       Write content for Case Studies and White Papers after carrying out thorough research on relevant topics

Qualifications:

·       Any graduate or post-graduate with proficiency in the English language

·       Must be a regular reader

·       Proficiency in major digital and print platforms

• Achieve monthly partner lead generation and closure targets
• Development and appointing of new partners for the company
• Managing existing and new partners
• Generating qualified leads through partners across locations
• Interfacing with internal Sales team for timely action on partner leads
• Ensuring CRM is updated daily with daily activities and with correct details
• Assist partner in maintaining leads and opportunities in CRM
• Daily, weekly, and monthly reporting to manager

• Achieving monthly designated targets for each designated location
• Appointing new partners regularly in designated locations
• Developing the new partners to become independent sales partners for the company in a given period of time
• Maintaining a healthy leads and opportunities funnel to achieve sales targets

• Partner management skills
• Ability to manage time effectively
• Good communication skills in English and Hindi
• Self-starter and self-motivated
• Thrives in a competitive environment
• Software demo skills
• Inter department skills to ensure smooth working between teams

• To appoint Block Sales Manager in their respective Districts.
• To manage sales operations in assigned district to achieve revenue goals.
• To supervise sales team members on daily basis and provide guidance whenever needed.
• To identify skill gaps and conduct trainings to sales team.