Customer Advocate Operations

2 weeks ago

India CommScope Full time

In our 'always on' world, we believe it's essential to have a genuine connection with the work you do.

CommScope and its brands create network technology to bring people together. By joining our team, you will have an impact on CommScope’s Customers Experience by building strong relationships with customers and internal teams to deliver exceptional service.

The Customer Advocacy Team supports the Networking, Intelligent Cellular and Security (NICS) segment and acts as the main customer liaison for customer queries. This includes collaborating with customers and internal teams to ensure all customer queries are handled appropriately and support the operational aspects of the Customer Advocacy team including building and managing self service capabilities.

You will be passionate about providing an excellent customer experience and responsible for identifying potential issues and opportunities for improvement. This will involve working collaboratively across multiple functions in a globally aligned organisation to meet and exceed our customers’ expectations.

**How You'll Help Us Connect the World**
- ** Customer Queries**: Respond quickly and efficiently to customer channel queries and resolve issues, using your network of contacts, knowledge, and investigative abilities to ensure the customer gets the support they need
- ** Knowledge Sharing**: Document and build a knowledge base playbook to help respond to customers, ensuring it is regularly reviewed and updated with new knowledge and changes
- ** Tool Development**: Lead and develop tools such case management, AI, and Chat GPT to demonstrate knowledge documents and enhance customer satisfaction
- ** Credits**: Manage end to end the intake, approval, notification, and submission of credits to ensure validity, timely process and that support teams are advised to ensure support and licenses are updated/turned off where appropriate
- ** Stock Rotations**: Manage end to end all customer stock rotation requests
- ** Customer Onboarding/Offboarding**: Manage the completion of vendor forms and customer setup process into our systems, including ensuring any customers terminated, their accounts are updated, and appropriate teams advised
- ** Procedures**: Ensure all process/procedures are documented and updated with changes through quarterly and annual reviews as appropriate
- ** Process Enhancement**: Participate in process enhancement projects, contributing to testing, training, and implementation efforts aimed at improving operational efficiency and customer experience
- ** Analytics**: Develop reports and processes, that leverage data to track KPIs, drive data hygiene and including ad hoc reporting requirements
- ** Ad hoc Projects**: Provide support on specific ad hoc projects as required, demonstrating flexibility and adaptability to meet evolving business needs

**Required Qualifications for Consideration**:

- Graduate with 3+ years of proven experience
- Excellent attention to detail, time management and organizational skills
- Excellent written and verbal communication skills
- Ability to collaborate across virtual functions/teams and across time zones
- Ability to prioritise feature work to meet challenging deadlines
- Ability to perform a wide variety of tasks, multitask efficiently and work under pressure
- Enjoy working as a team to deliver results, learn and share knowledge.
- High level of English and other languages advantageous

**You Will Excite Us If You Have**:
Experience in SFDC, SAP and Business Objectives advantageous

**What Happens After You Apply**:
**Why CommScope?**

CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.

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