Customer Service Associate, Escalations

2 months ago

Gurugram Haryana, India Gartner Full time

**Description**:
**Role Purpose**:
We’re looking for a highly motivated Client Customer Service role who is responsible for providing an elevated level of customer excellence for Gartner’s Conference Attendees. As a member of the Conference Business Operations (CBO). You will support the client requests that fall outside of Gartner’s standard business rules. You will ensure swift execution and strategic thinking to aid our clients while delivering world class service aligned with Gartner’s global standards.

**What you’ll do**:

- Offer personalized, attentive, and proactive customer service to meet and exceed client expectations.
- Analyze issues that fall outside of standard business rules, requiring in-depth investigation and resolution to Gartner’s Clients/Accounts.
- Identify and lead opportunities to optimize response templates, process enhancements, and exception criteria to respond to inquiries more effectively and efficiently.
- Read basic data representations to deduce insights and ideate process improvements on the same.
- Perform timely response and resolution of client inquiries, reducing the need for further escalation to leadership roles.
- Track escalation inquiries by clearly communicating escalation details, proposed solutions, and action items to all involved parties through written communication.
- Complete ad-hoc project requests and assignments, while continuing to balance and provide the highest quality service.
- Up to 10% travel as assigned by manager.

**What you’ll need**:

- Bachelor degree required.
- 2+ years of experience working in customer service/operations/sales/account management with a proven track record of resolving complex customer issues. ( _Business Acumen). _
- Strong written/oral communication skills.
- A passion and drive to re-define service and take customer excellence to the next level.
- Quick Decision making with client satisfaction and Gartner Policy at the centre.
- Exceptional level of business acumen to understand client queries and client’s said and unsaid needs through written communication.
- Successfully develop good relationships with internal teams and stakeholders to become a trusted support function.
- Evidence of great communication skills and professionalism in interactions with colleagues demonstrating an advanced degree of professionalism.
- Tenacity to solve complex problems, think creatively, and collaborate cross-functionally.
- Ability to own and manage escalations to enhance client experience.
- Passion about experiences, communications, and delivering uncompromising quality. Self-motivated & accountable, with a high level of commitment to responsibility.
- Ability to work varied/flexible schedules as dictated by the conferences calendar.

LI-PP7

**Who are we?**

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective insight, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to more than 20,000 associates globally who support ~15,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

**What makes Gartner a great place to work?**

Our sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

**What do we offer?**

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Ready to grow your career with Gartner? Join us.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, na

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