VIP Support SME

4 hours ago

Noida Uttar Pradesh India, Ghaziabad Tata Consultancy Services Full time

TCS is hiring for EUC Lead(VIP Support) role




Role : VIP Support SME

Location : Noida

Experience : 8 - 10 years





  • Provide personalized, high-quality technical support to VIP clients
  • Act as the primary escalation point for complex or sensitive client issues
  • Lead and manage a team of support specialists, ensuring consistent performance and service excellence
  • Develop and implement processes to improve VIP support delivery and client satisfaction
  • Collaborate with internal teams (e.g., product engineering, sales) to resolve client concerns effectively
  • Monitor service metrics and client feedback to identify areas for improvement
  • Maintain detailed documentation of VIP interactions, resolutions, and service history
  • Stay current with product updates, industry trends, and emerging technologies to better serve VIP clients
  • Ensure confidentiality and data protection in all client interactions
  • Drive initiatives to enhance client retention and loyalty through proactive engagement
  • Develop and maintain VIP support protocols and service-level agreements (SLAs)
  • Conduct regular reviews and feedback sessions with VIP clients to understand evolving needs
  • Identify opportunities for automation and process improvement in VIP support workflows
  • Train team members on handling sensitive client interactions and maintaining discretion
  • Ensure timely follow-ups and proactive communication with VIP clients
  • Support onboarding and transition processes for new VIP clients
  • Analyze trends in VIP support requests to anticipate future needs and recommend solutions
  • Coordinate with senior leadership to align VIP support strategies with business goals

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