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Engaged Employer

Capgemini

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3.7

based on 42.1k Reviews

Video summary

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Mega Company - 2024

Top Rated IT/ITES Company - 2024

2027 Capgemini Jobs

Process Trainer

Capgemini Technology Services India Limited

3.7

based on 42.1k Reviews

7-10 years

Kolkata

Process Trainer

Capgemini

posted 30d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Sophos Team Handling Training Training Management Coaching

+ 9 more

Job Description

About The Role :

Support and guiding personnel under direct care Receive and resolve inquiries and requests related to billing, payment processes, password maintenance, shipping, accessory orders, permit related requests, questions and concerns, account maintenance and updates. Caring and resolving these call types as per end-user requests.

To ensure all representatives receive adequate and timely assistance as required.

Monitoring transactions (phone, email, chat, back-office, tickets, work orders, etc.)

To ensure compliance with performance guidelines, best practices and SOPs.

Carrying out coaching, feedback, training/development sessions.

To help personnel learn and understand best practices on how to handle their daily activities, refresh and reinforce expectations on process adherence and such.

Caring and monitoring performance on a real-time basis.

To ensure expectations are met with the engagements KPIs and SLAs.

Primary Skill

To ensure healthy, open and ongoing communication to support and pursue performance and delivery enhancements.

To learn on a weekly basis and receive training and ongoing updates on business requirements, gain a better understanding of the current outlook for the expected outcomes.

Secondary Skill

To remain informed and calibrated on QA, ASAT and CX findings and results.

To ensure adequate performance of day-to-day activities, and timely follow up of client requests.

Employment Type: Full Time, Permanent

Read full job description

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