JOB SUMMARY/ OVERVIEW :

This position requires the candidate to be pro-active, energetic, high on ethics and on-the-toes so as to render HIS/HER services for the tasks effectively.Provide a professional and efficient Technical troubleshooting over the phone on behalf of Adobe's worldwide Customer Services. Utilize good customer service & technical skills for resolving technical/customer service queries for Adobe customers.The role of the Local BEST R&S Champion is to provide the R&S local team with support in order to achieve the successful implementation of BEST R&S standards to the internal practices.

This includes:

- Communicating on the launch.

- Training the recruitment and selection functions to the methodologies and procedures included in the user guide.

- Plan the implementation and ensure of its execution on the agreed timeline with the Regional Champion.

- They will be additionally required to perform internal audits (in case of absence of dedicated auditor's team).

Reports to : BEST R&S Regional ChampionVice President Operations

Responsible for : (update as appropriate)

KEY RESPONSIBILITIES AND ACCOUNTABILITIES :

To provide world class service to all small business customers in a customer centric environment.

 - Successfully resolve complex customer e-mail and telephone inquiries through the use of multiple customer tools.

 - Assisting customers with inquiries while providing consultative support and recommendations. 

- Document in detail all interactions with customers. 

- Effectively articulate complex information to a variety of technical and non technical customers. 

- Educate customers on products. Help customers to be successful.

- Identify and evaluate opportunities to increase customer retention and satisfaction through the use of up/cross selling products and services. 

- Successfully performs against department scorecard metrics including Quality Assurance, First Contact Resolution, and Customer Satisfaction Rating.

- Planning & organizing local launch including documentation, communication from CEO to Middle Management functions in the timeline agreed with Regional Champion.

- Training R&S team to the methodologies and procedures included in the user guide.

- Monitoring the implementation progress on a weekly basis with local teams to ensure consistence and accuracy within site(s) and country.

- Reporting the implementation status to the Regional Champion on at least a monthly basis.

- Improving performance by on-going training, auditing compliance, providing the proper feedback and tracking corrective actions.

- Monthly check that all relevant staff are correctly using the provided methodology, tools and documents to work daily with their teams to achieve and consistently improve the relevant processes and KPIs by auditing the compliance of BEST R&S activities.

- Provide phone and on-line support for Global customers.

- Resolve known customer issues through the use of a knowledgebase, direct use of product and operating systems, product user guides, and other reference materials

- Be responsible to deliver a high quality, customer-driven, support service resolving customer enquiries at the first point of call wherever possible.

- Assist customer in resolving any open requests for support, assistance, information on upgrading etc.

- Demonstrate ownership and willingness to resolve issues in a timely manner. Demonstrates confidence and willingness to resolve customer requests or queries.

- Maintain and improve Customer Satisfaction by delivering against those initiatives that have been identified as crucially important during each and every customer support engagement, whether voice or non-voice.

- Deliver First Call Resolution by handling customer requests and resolving customer issues as often as possible during the first contact.

- Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer.

- Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.

- Can interact effectively with the personnel, tools & resources in the Customer/technical Services team to help resolve customer issues (escalation points, knowledgebase tools, internal applications etc.)

- Completes all training and development activities in timely manner

- Understanding of escalation handling procedures.

MAIN JOB REQUIREMENTS

(education and experience necessary to fulfil job)

Service hours- 24- 7, Rotational Shifts

Qualification - Graduates in any stream

Experience - Graduate Fresher or Graduates with 6 to 12 months of international BPO technical/Customer support experience.

Education/Experience

Minimum High School (or equivalent) degree.

Skills required

Communication - Listen attentively and resolve customers issue effectively. Should be sensitive about customers information

Customer Focus - Build credibility with the customer by using empathy and should patiently resolve even irate customers issues. Should be courteous, energetic and engaging while dealing with customers

Learning Orientation - To keep himself/herself updated about the latest happenings around and asks questions which impacts customers delight

Problem Solving - Ability to find an effective solution in a simple and clear manner. Should proactively keep the customers and stakeholders informed about the issue and take corrective actions accordingly

Language Skills: Fluent English (average written and verbal communication) is essential to communicate with the corporate integration team.

Expertise: At least 4 years- experience in HR/Recruitment roles. Participation to R&S standard development is an advantage.

Specific skills

Travel requirements: BEST R&S Champion must be able to travel to other sites at a minimum of 1 week notice.

Technical Competence

- Able to use Outlook, Word, Excel and PowerPointcomputers and effectively navigate within various tools

Core Competencies

- Strong problem solving skills (methodology and use of tools)

- Personal motivation

- Knowledge of Teleperformance standards (BEST, TOPS)

- Leadership

- Ability to pass on knowledge (train/coach)

- Trustworthy judgement

- Ability to work without significant supervision

- Personal integrity

- Team work orientation

- Strong decision-making skills

- Ability to be focused and organised

- Ability to lead through and manage change

- Adaptability and desire to improve their environment

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