Talent Acquisition Manager at Lancesoft India Pvt Ltd
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Customer Service Role (2-5 yrs)
Position Summary ;
- Provide advance level technical support, service restoration, fulfillment of service request and advice to users ensuring maximum availability, performance and utilization of knowledge and information systems.
- Provide inputs for Problem management by leveraging best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling
- Own and provide recommendations for knowledge management by periodically reviewing knowledge articles and their usage. Classifying public, private, obsolete and restricted knowledge articles.
- Supports the team lead in identifying and developing training needs and contents, reviews and escalation with the objective to meet the SLA targets for the specific process within guidelines, policies and norms of Infosys.
- Supports the Customer Service agents by handling escalated tickets and coach them to improve their user handling skills
Required skill set :
General Knowledge & Skills :
- Good analytical ability and excellent communication skills
- An eye for detail to determine the root cause of an issue, to identify methods to avoid repeat contacts
- Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
- Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
- Comfortable in engaging the client on discussion about current performance and improvement ideas
- Experienced in a coaching role
- Displays superb customer service skills and capabilities
Job duties and responsibilities :
- Transition Coordination - Process definition & documentation
- Process & SLA Compliance
- Customer Interaction - Escalation management
- Knowledge Management
- Identify Process Re-engineering/transformational opportunities and participate in the initiatives
- Provide support to TL in engagement activities like training, logistics, acting as SPOC, etc.
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