VIP Support SME

2 weeks ago

New Delhi, India Tata Consultancy Services Full time

TCS is hiring forEUC Lead(VIP Support)role Role : VIP Support SME Location : Noida Experience : 8 - 10 yearsProvide 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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    4 days ago

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