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Merck

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4.3

based on 299 Reviews

63 Merck Jobs

Service Management & Contact Channels Expert

Merck Ltd

4.3

based on 299 Reviews

7-10 years

Bangalore / Bengaluru

1 vacancy

Service Management & Contact Channels Expert

Merck

posted 4d ago

Job Role Insights

Flexible timing

Key skills for the job

Data Analysis Customer Service Project Management Business Administration Air Ticketing Change Management

+ 3 more

Job Description

The role, Service Management & Contact Channels Expert, is accountable for driving the Service Standards and Contact Channels strategy all through the organization, including Global Enterprise Solutions (GES) Delivery teams, Functional Solutions and Enablers
The role is responsible for leading complex projects in the Service Management and Contact Channels areas, including the analysis, definition of goals, development of solutions, implementation and evaluation
This role is based in Bangalore, India, and will be reporting to Head of GES Service Standards & Experience
Develop, maintain, and update Service Management Standards for all contact channels (ticketing, chat, telephony, etc)
Conduct assessments and benchmarking to identify areas for improvements and develop and implement strategies to enhance customer interactions across multiple contact channels
Manage projects related to Service Management Standards and Contact Channels, being accountable for the project teams deliverables
Build and maintain relationships with key stakeholders, including senior management, ensuring that business requirements are effectively captured, and the impact of the project are understood by the organization, as well as providing strategic consultancy and guidance on contact channel optimization, customer experience enhancement and industry best practices
Support the implementation of technology solutions for our Contact Channels, integrating these technologies to enhance our efficiency and customer service
Analyze client feedback, surveys, and data to identify pain points, bottlenecks and explore various ways to improve the customer journey and create a positive experience
Collaborating with cross-functional teams to align client experience efforts with business goals and objectives
Train and educate staff on service management standards and customer-centric approaches and best practices to cultivate a client-focused culture throughout the organization
Monitor and measure key performance indicators (KPIs) related to service management standards, providing regular reports and insights to senior management and stakeholders
Who you Are:Minimum of 7-10 years of similar experience in project management or customer experience design, with a proven track record in leading medium to high complexity projects, and working in an Enterprise services/Shared services environment
Minimum Bachelor s degree in Business Administration, IT, Communication, Marketing, or a related field
Master s degree is a plus
Experience in change management and effective communication with senior leadership and stakeholders
Strong project management capabilities and proficiency in data analysis
A tech-savvy mindset with experience in ServiceNow or similar platforms is a plus
Customer-centric mindset and excellent communication and influencing skills
Self- organized and structured to work independently, result oriented and a team player