Job Description: Advisor Contact Centre – Work From Home

Company: Jio
Role: Advisor Contact Centre

Job Description

As an Advisor in Jio’s Contact Centre, you will be responsible for managing customer interactions efficiently and ensuring a seamless service experience. Your primary focus will be to address customer queries, provide appropriate solutions, and maintain a high level of customer satisfaction.

Responsibilities for Advisor Contact Centre

1. Customer Interaction Management
   • Handle all inbound and outbound customer interactions as per schedule.
   • Demonstrate ownership of customer concerns by actively listening and resolving issues.
   • Respond in a professional, courteous, and customer-friendly tone.
2. Solution-Based Approach
   • Offer appropriate solutions tailored to customer needs.
   • Provide guidance on Jio’s products, services, and digital platforms.
   • Educate customers on usage and benefits at every interaction opportunity.
3. Operational Excellence
   • Stay updated on company policies, processes, and technology systems.
   • Adhere to shift schedules and operational guidelines.
   • Ensure accurate documentation of customer details and service information.
4. Query Resolution & Relationship Building
   • Address customer queries within defined service level agreements (SLAs).
   • Proactively engage with customers to improve service satisfaction.
   • Retain and build customer relationships through professional engagement.
5. Campaign & Business Requirements
   • Participate in outbound campaigns based on business needs.
   • Ensure compliance with all contact center policies and regulations.
   • Follow industry best practices and ethical standards.

Advisor Contact Centre Qualifications

• 0-1 years of experience in a contact center or customer service role.
• Bachelor’s degree or equivalent (any graduate/postgraduate preferred).
• Strong verbal and written communication skills.
• Customer-oriented mindset with problem-solving abilities.
• Familiarity with telecom industry operations is an added advantage.
• Ability to work remotely with flexible hours.

Compensation & Benefits: Advisor Contact Centre

• Competitive salary package.
• Work-from-home flexibility.
• Career growth opportunities within Jio.
• Learning and development programs.
• Health and wellness benefits.

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10 Interview Questions and Answers for Advisor Contact Centre

1. What do you understand about the role of an Advisor in a Contact Centre?
   • Answer: An Advisor in a Contact Centre manages customer interactions, addresses queries, and ensures customer satisfaction by providing timely and appropriate solutions.
2. Why do you want to work for Jio?
   • Answer: Jio is a leading telecom company driving digital transformation in India. I want to contribute to its mission while enhancing my customer service skills in a dynamic environment.
3. How would you handle an irate customer?
   • Answer: I would listen attentively, empathize with the customer, acknowledge their concern, and offer a suitable resolution while maintaining a calm and professional tone.
4. Describe a time when you went above and beyond for a customer.
   • Answer: In my previous role, a customer had an urgent request. I coordinated with multiple departments to expedite their issue and provided timely updates, ensuring a positive experience.
5. What steps would you take if you couldn’t resolve a customer’s issue immediately?
   • Answer: I would acknowledge the issue, inform the customer about the steps being taken, escalate the concern if necessary, and follow up to ensure resolution within the promised timeline.
6. How do you stay motivated in a work-from-home setup?
   • Answer: I maintain a structured routine, set clear goals, take short breaks for productivity, and stay engaged with my team through virtual communication.
7. What would you do if a customer is not satisfied with your solution?
   • Answer: I would probe further to understand their concerns, offer alternative solutions, and, if required, escalate the issue to ensure their satisfaction.
8. How do you handle multiple customer queries efficiently?
   • Answer: I prioritize tasks based on urgency, use time-management techniques, and leverage CRM tools to manage and track customer interactions effectively.
9. What do you know about Jio’s products and services?
   • Answer: Jio offers telecom services, broadband, digital solutions, entertainment apps, and e-commerce services, driving India’s digital revolution.
10. How do you ensure compliance with company policies while handling customer queries?

• Answer: I stay updated on Jio’s policies, follow standard operating procedures, and ensure every interaction aligns with compliance guidelines and ethical standards.