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23 Smith & Nephew GBS Jobs
Customer Care Service Management Analyst
Smith & Nephew GBS
posted 3mon ago
Job Role Insights
Key skills for the job
Job Description
- Business Analysis - Building customer stories for our Contact Centre platforms, such as Salesforce and Amazon Connect, by helping capturing user requirements, stakeholder management and thorough testing for deployment.
- Knowledge Management - Responsible for the ongoing creation of relevant Knowledge material and Knowledge Management process throughout Customer Care. Actively engaging in the Knowledge Community.
- Continuous Improvement / Problem Management - Research the root causes of issues impacting customer experience and/or process inefficiencies in Customer Care, work to understand root case and make recommendations to relevant teams to resolve.
- Service Management Operations - Support the Case Management lifecycle process in Customer Care and ensure teams adhere and adapt their ways of working to a consistent process across the organisation. Make recommendations on case management process and Service improvement to functions.
- Contact Centre Reporting - Supporting and maintaining all needed reports based on business requirements. Support Customer Care with ad-hoc data needs and reporting requests/analysis.
- Salesforce Super User Community - In charge of coordinating the tasks and projects amongst the Super Users, ensure communication across locations: US, UKINOR, EMEA, etc, and develop initiatives to support the user community across the globe.
What will you need to be successful
- Education: Bachelors Degree in Information Technology / Computer Science/ Computer Engineering or equivalent experience in Customer Service.
- Experience: Minimum 3+ years of experience in a Service Management role, supporting global functions.
- Business Process definition, re-engineering, and improvement. KCS Knowledge process
- ITIL Service Management. Service Management toolsets and portals.
- Supporting critical business units. Stakeholder management. Strong organisational skills
- Ability to interpret complex business environments, issues and requirements.
- Ability to distil those businesses needs into clear system requirements. Customer-centric attitude.
- Understanding of Service Improvement lifecycle.
- Superb communication, collaboration, and relationship building and collaborator engagement skills.
- Working from Office for 3 days - Location - Kharadi, Pune.
- Shift Timings - UK shift (2:00 PM to 11:00 PM IST).
Employment Type: Full Time, Permanent
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