Customer Service Associate

4 days ago

Bengaluru Kolkata, India Ghrs Training LLP Full time

Job Description Role Information -Process Specialist Role Designation - Customer Service Provide advance level customer support, service restoration, fulfillment of service request and advice to users ensuring maximum availability, performance and utilization of knowledge and information systems. Position Summary Provide inputs for Problem management by leveraging best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling Own and provide recommendations for knowledge management by periodically reviewing knowledge articles and their usage. Classifying public, private, obsolete and restricted knowledge articles. Supports the team lead in identifying and developing training needs and contents, reviews and escalation with the objective to meet the SLA targets for the specific process within guidelines, policies and norms of Infosys. Supports the Customer Service agents by handling escalated tickets and coach them to improve their user handling skills General Knowledge & Skills Good analytical ability and excellent communication skills An eye for detail to determine the root cause of an issue, to identify methods to avoid repeat contacts Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects Comfortable in engaging the client on discussion about current performance and improvement ideas Required skill set Experienced in a coaching role Displays superb customer service skills and capabilities Transition Coordination and Process definition & documentation Handling calls from customers on banking process Customer Interaction and Escalation management Knowledge Management Identify Process Re-engineering/transformational opportunities and participate in the initiatives Job duties and responsibilities Provide support to TL in engagement activities like training, logistics, acting as SPOC, etc. Minimum experience of 1 year with relevant experience in Customer Service Education and other requirement Graduation Willingness to work in rotational shifts Client Expectation : Support Team/Coach shall: (i) support in the new hire experience classroom during cross checks and assisting CSRs with Contact handling and using tools to help assess knowledge and skills attained by CSRs; (ii) possess knowledge of where learners are in their learning whenever providing support; (iii) facilitate debrief sessionsobserve and support Contact handling, observe behaviors such as hold, tool usage, and efficient navigation; (v) attend and engage in the reinforcement training and contribute when applicable; (vi) support questions through various communication tools; and (vii) may support multiple classes at once during weeks one (1) through four (4) of New Hire Training and shall be dedicated to supporting one class beginning in week five (5) of New Hire Training Contact - Neha +91 87698 66443 / Prerita +91 8306745189 Spotlight - Office cab/shuttle

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