Customer Service Role - FMCD (2-5 yrs)
Customer Excellence :
- Act as a one point of contact for the designated key account
- Respond to customer complaints directly as well as via customer service representatives at the designated key account
- Ensure streamlined processes and smooth issue resolution
- Collaborates with the Contact Center team and service teams for resolutions regarding customers issues, product problems, service questions and other general client concerns
- Address service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to
solve the problem; expediting correction or adjustment; following up to ensure resolution
Process Excellence :
- Ensures timely resolution to all escalations within optimum turn-around-time or agreed TAT while maintaining high level of professionalism
- Ensure Quality trend is maintained as per the OnsiteGo's norms.
- Execute the organization's plan towards increment of NPS
- Prepares service reports by collecting and analyzing reasons for escalations and escalations
- Provide regular updates through weekly, monthly and quarterly reports and metrics to internal stakeholder teams
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
