OnsiteGo - Service Manager/Escalation Specialist - Customer Service (3-8 yrs)
Key Responsibilities:
Customer Excellence :
- Act as a one point of contact for stores escalations
- Respond to customer complaints directly as well as help customer service representatives (CSDs) at stores in resolving complaints
- Collaborate with the Contact Center team and service teams at Onsitego for resolutions regarding customers- issues, product problems, ser0076ice 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
- Be the Onsitego relationship manager for the customer and store CSDs
Process Excellence :
- Ensure timely resolution of all escalations within optimum turn- around- time while maintaining high level of professionalism
- Ensure streamlined processes and smooth issue resolution
- Create a regular travel plan to meet CSDs and identify problems proactively
- Identify process gaps and seek help within Store /Onsitego to address those gaps
- Educate CSDs about Onsitego plans (EW and SDP), service process and SR tracker system. This will help CSDs handle customers in a better manner
- Internal Interactions: Service/Field/Replacement/Quality/Call Centre
- External Interactions: Customers/Clients (CSDs and CSMs)
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
