CEM Role

3 weeks ago

Bengaluru, India GEETHA TECHNOLOGY SOLUTIONS PRIVATE LIMITED Full time
  • Manage complete lifecycle ITIL frame work which includes Incident , Change, Patch and Problem management
  • Responsible for planning, tracking milestones, activity schedules, issue resolution, resourcing, costs etc.
  • Prepare, Execute & Track various plans
  • Weekly and month report
  • Coordinate with implementation team for timely completion of planned items
  • Periodic Communication Updates to Stakeholders
  • Manage & Track Vendor Resource Deployment
  • Escalation Management
  • Coordinate with various teams & stakeholders and track delivery as per agreement
  • Vendor Management for sourcing Resources, hardware, connectivity, OS and software licenses etc.
  • Periodic Reporting
  • Obtain customer feedback and make sure their issues, concerns are resolved.
  • Obtain client sign off on meeting Objective and monthly reporting
  • Flawless communication skills, both written and verbal.
  • All kinds of customer interactions, transactions, and engagements - from end user to vendor team to customer support.
  • Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints
  • Liaise with internal teams
  • Regular communication with internal and customer stakeholders.
  • Collect, track, and analyze customer feedback and suggest improvements internally based on the insights gathered
  • Work with the technology teams to ensure a seamless transaction.
  • Ability to manage client expectations based on a true assessment of the situation and circumstances.
  • Ability to drive different lines of possible resolution concurrently.
  • A customer experience manager/specialist is responsible for keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders, to keep fine-tuning the customer\u2019s experience.
  • Vendor Management
  • Good presentation skills
  • Good analytical skills
  • Good interpersonal skills
  • Self-motivated
  • Demonstrate Ownership attitude

Domain Knowledge :

  • Fair understanding on various IT Infrastructure like Desktops, Sever, LAN & WAN connectivity, Network Equipment etc.
  • Fair understanding on Windows OS, DHCP, DNS, Ping, Tracert Active Directory etc.
  • Ability to work on Microsoft Project, Microsoft Excel, Word and PowerPoint
  • Qualifications :
  • Graduate
  • ITIL or similar training certification would be added advantage.

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