Dedicated Customer Experience Representative

2 days ago

Pune, Maharashtra, India beBeeCustomerSupport Full time ₹ 10,99,999 - ₹ 12,99,999
**Job Overview:**We are seeking a highly skilled and detail-oriented professional to join our team as a Customer Support Representative.This is an excellent opportunity for individuals who are passionate about delivering exceptional customer service and resolving complex issues with ease.

**Responsibilities:
  • Provide data and analysis of customer support activities, performance, and issues to supervisors and managers.
  • Monitor the Automatic Call Distribution System and develop reports and analysis.
  • Participate in continuous improvement activities and provide data to support changing and improving processes.
  • May act as project coordinator for complete projects or project manage a portion of a larger project.
  • Understand existing and new contact center policies and procedures.
  • Develop methods for collecting and reporting data to support contact center metrics and decision-making.
  • Report on customer satisfaction metrics and assist with workforce management with call volume and staffing level analyses.
  • Identify trends and suggest causes and solutions for review by supervisors and managers.

**Qualifications:
  • Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
  • Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
  • Customer focus - Building strong customer relationships and delivering customer-centric solutions.
  • Manages complexity - Making sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
  • Manages conflict - Handling conflict situations effectively with a minimum of noise.
  • Optimizes work processes - Knowing the most effective and efficient processes to get things done with a focus on continuous improvement.
  • Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.
  • Service Capability Capacity and Coverage - Applies the Service Capability Capacity and Coverage process to understand customer expectations business priorities and where products are operating to provide capable and consistent service through available parts information tools and qualified technicians according to published standards analyzes service capability metrics to identify prioritize and resolve channel development opportunities within the service network.
  • Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

**Requirements:
  • College university or equivalent degree in a relevant discipline or relevant experience equivalent required.
  • This position may require licensing for compliance with export controls or sanctions regulations.
  • Minimal relevant work experience required.

**Additional Information:The selected candidate will be required to work shift hours including evenings nights weekends and holidays. The specific shift schedule will be discussed during the hiring process.

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