Rahul Thakur

Customer Experience Specialist @HGS

ON, CA

Managing incoming calls that are received from our clients’ customers by following an established call process flow, asking the right questions to determine the nature of query · Responding to incoming customer queries regarding billing, payments, existing and new services, promotions and offers, upgrade or downgrade of services, payments, etc. · Promoting and educating customers on offers and promotions, new products in the market, and the value of the service provided by the client · Aiming for first call resolution and answering customer’s queries by walking them through our clients’ system - explaining the process to the customer and providing turn-around time. Maintained 85% FCR. · Initiate investigations and create requests, if customer’s queries cannot be addressed on the call, and determine its level of priority. · Taking a proactive approach to discovering our customer\'s needs and listening to understand what they are asking for and refer suitable product or solutions. · Processing day to day transactions on customer accounts and offer best possible resolution to build long lasting customer relationship. · Contributing to the company’s targets by identifying and fulfilling simple sales opportunities · Being a technology expert and sharing your knowledge by introducing clients to our mobile banking applications and assisting them to better manage their banking needs

KALOL INSTITUTE OF TECH. & RESEARCH CENTER ,KALOL 026

Bachelor's degree, IT Engineering

Divine Buds English school

Higher Secondary , Science

Trent University

Post Graduation, Marketing and Entrepreneurship