Executives
EXL
Date: 4 days ago
City: Pune, Maharashtra
Contract type: Full time
To work on Chats (B2B) for a UK Energy Customers. Need to good writing skills (CEF- B1-5)
Brief Overview of the Process
The UK energy market is deregulated, enabling customers to choose their energy supplier for both gas and electricity.
OVO is moving towards servicing a customer’s needs across products, as customers can now choose to manage their products through a single bill . You will now be expected to manage customer billing fallouts for both gas and electricity. This process involves the following key activities
To manage transactions for gas and electricity customers. You will be routed exceptions around allocating payments to the related accounts
Performance Parameters
SLA metrics – Productivity, Speed, Accuracy, Dual concurrency Chats
Attendance
Schedule Adherence
Role Responsibilities
Ensure that process is followed when working on Chats
Ensure that the assigned targets are met in accordance with SLA and Internal standards
Ensure that the quality of transaction is in compliance with predefined parameters as defined by Process Excellence
Ensure adherence to established attendance schedules
Ensure adherence to Company Policies and Procedures
Primary Internal Interactions
AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
Subject Matter Expert for the purpose of work thread related issues and escalated transactions
QCA for the purpose of feedback and audit
Trainers for the purpose of Pre-process and Process training
Primary External Interactions
Escalation teams at the client end for the purpose of seeking clarifications & answering queries
SME / Trainers at the client end for training
Brief Overview of the Process
The UK energy market is deregulated, enabling customers to choose their energy supplier for both gas and electricity.
OVO is moving towards servicing a customer’s needs across products, as customers can now choose to manage their products through a single bill . You will now be expected to manage customer billing fallouts for both gas and electricity. This process involves the following key activities
To manage transactions for gas and electricity customers. You will be routed exceptions around allocating payments to the related accounts
Performance Parameters
SLA metrics – Productivity, Speed, Accuracy, Dual concurrency Chats
Attendance
Schedule Adherence
Role Responsibilities
Ensure that process is followed when working on Chats
Ensure that the assigned targets are met in accordance with SLA and Internal standards
Ensure that the quality of transaction is in compliance with predefined parameters as defined by Process Excellence
Ensure adherence to established attendance schedules
Ensure adherence to Company Policies and Procedures
Primary Internal Interactions
AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
Subject Matter Expert for the purpose of work thread related issues and escalated transactions
QCA for the purpose of feedback and audit
Trainers for the purpose of Pre-process and Process training
Primary External Interactions
Escalation teams at the client end for the purpose of seeking clarifications & answering queries
SME / Trainers at the client end for training
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