Process Expert / Sr Process Expert

Welcome to an exciting world of One Team Customer Service, where you will join an ambitious and expanding team of Customer Service Professionals of OTCX, an extended arm of our colleagues across the globe in the front office. This team together with the front office colleagues & Customer Service team focuses on delivering Best in Class Service & Experience to our global clientele. This team has an array of responsibility from understanding customer needs to exceeding customer expectations. The ultimate objective of this team is to ensure that we completely satisfy customer needs profitably & create value for us as well as our customers.

Key Responsibilities:
Assist customers with their issues keeping close communication with our co-workers locally in order to ensure prompt exception handling.
Own the issue with low tolerance to delays.
Read and reply to correspondence on both internal & Customer s emails within SLA s as defined for the specific communication channel.
System Workflow attendance and reply within timeframe
Work along with the team to Achieve Standard CS KPI in line with the GSC flagship projects.
Take on additional responsibilities such as reports / analysis basis Area requirement
Take on ADHOC responsibilities basis instructions from Line Manager

Dimensions:

• Customer Focus & Ownership
• Stakeholder management

Skills and Job Knowledge
Graduate with 2 - 5yrs of Customer Service Experience
Empathy and rapport building
Inquisitive & keen to learn
Sense of urgency in customer issue resolution
Professional standard in grammar and though articulation.
Ability to understand end to end processes.

Technical Skills
Must have computer experience: Excel, Word, and Power Point
Good typing speed
Excellent Communication skills.

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