SME/QA Customer Support Specialist

2 days ago

Delhi, Delhi, India beBeeCustomerSupport Full time ₹ 1,04,000 - ₹ 1,30,878

Job Overview

We are seeking a highly skilled professional to join our team as an SME/QA-Customer Support Specialist. This role will involve providing floor support for frontline agents, handling escalation and supervisor calls, and driving innovation and product/process enhancement.

Key Responsibilities
  • Floor Support: Provide coaching and feedback to frontline agents to improve their performance and ensure seamless customer experience.
  • Escalation Handling: Manage escalated calls from customers and provide resolutions in a timely manner.
  • SME Development: Drive innovation and product/process enhancements by analyzing data and identifying areas for improvement.
Required Skills and Qualifications
  • Experience: Minimum 3 years of experience in a contact centre environment with a strong track record of delivering excellent customer service.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to coach and provide feedback to others.
  • Analytical Skills: Strong analytical and problem-solving skills, with the ability to analyze data and identify areas for improvement.
  • Technical Skills: Proficiency in Google Presentation and Docs, with basic knowledge of Quality Tools and DMAIC methodology.
Benefits

This role offers a unique opportunity to grow your career in a dynamic and fast-paced environment. You will have the chance to work with a talented team of professionals who are passionate about delivering exceptional customer service.

Others

In this role, you will be responsible for managing teams' performance and key client metric deliverables. You will also have the opportunity to switch roles based on business requirements, allowing you to develop new skills and take on new challenges.

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