Business Advisory New Associate

Skill required: Next Generation Customer Operations - Customer Service Technology



Designation: Business Advisory New Associate



Qualifications:Any Graduation



Years of Experience:0 to 1 years



What would you do?
You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market.Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.



What are we looking for?
This is a Permanent Work from Office Role Has Rotational Shifts Weekly offs may fall on Friday, Saturday, Sunday, or Monday (consecutive) Must reside within boundary limitsCollege graduate of any full-term course? Excellent English speaking and writing skills is a must (with trainable on Technical Process)? Superior language and customer service mindset? Basics of Microsoft Word / Excel / PPT? Representative should be quick learner and adapt the new learnings within the Project? Good communication skills over all the channels, i.e. Chat, Email and Calls? Must be flexible in changes in working schedule and environment while maintaining accuracy and quality of output to meet the requirements of the client. New ways of working and a changing environment requires the ability to quickly learn and adapt? Ability to multitask and adopt to change is must?


Roles and Responsibilities:

In this role you are required to solve routine problems, largely through precedent and referral to general guidelines

Your primary interaction is within your own team and your direct supervisor

In this role you will be given detailed instructions on all tasks

The decisions that you make impact your own work and are closely supervised

You will be an individual contributor as a part of a team with a predetermined, narrow scope of work

Please note that this role may require you to work in rotational shiftsThis position will be the primary interface point between client and Vendors across globe in delivering:Site access requests, Dispatch Technicians to site and materials receipts/shipments - Rigorously follow established processes? Receives client tickets to manage, coordinate and perform site access, Material receipts/shipments, technical engineer dispatch to site and similar operation function within required/limited time (SLO driven)? Coordinates customer requested work to be completed by the field technicians and ensures completion

Logs customer/client/Vendor problem/request/issues in ticketing tools and ensures proper documentation? Manages the database for dispatch of metro-based field technicians? Performs root cause analysis to operational problems and follows defined procedures to resolve correctly and update tools and documents accordingly.

? Maintaining permanent site access lists and portal rosters, coordinated between multiple external vendors and internal business unit representatives.

Documents troubleshooting efforts and customer information in data capture tool as and when required, transfers call or promptly notifies responsible party for resolution? May need to support client report preparation and presentation? Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention?? Demonstrates understanding of the customer's needs and maintains high customer satisfaction ratings? Maintains and update various tools (order entry, incident management, knowledge management and client information systems) and service desk procedures? Reviewing knowledge database and documents and update them regularly based on learnings and provide coaching to rest of the team

May perform follow up on incidents with customer to ensure customer satisfaction? Identify process improvement opportunities?


 Qualifications 

Any Graduation