Supervisor- French Language- NTT Data- Gurgaon

23 hours ago

Gurgaon, Haryana, India NTT DATA, Inc. Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Roles & Responsibilities:

  • Support the accomplishment of all contracted service level targets/agreements.
  • Manage monthly and ad-hoc agent coaching and feedback.
  • Assist in daily, weekly, and monthly quality assurance activities.
  • Provides day to day support to the team and handle first level escalations as they arise or are assigned.
  • Maintain a strong understanding of all tasks within the department including expert knowledge of the Chargeback lifecycle and the various reason codes.
  • Identify areas of opportunity for staff to develop knowledge/skills/competencies necessary to complete their roles.
  • Assist in keeping all team members informed and up to date about all relevant and useful information.
  • Act as a subject matter expert on projects/initiatives
  • Maintain relationships with internal and external clients.
  • Frequent review of the MasterCard Worldwide Chargeback Guide to update and maintain knowledge of conditions and requirements for recovery purposes.

Requirements:

  • French language mandatory with People Management required
  • 8-10 years experience in the financial industry
  • 5-6 years experience in Dispute/Chargebacks/Customer service Operation Handling preferred.
  • Strong Customer Focus/Orientation
  • Professional written and verbal communication skills

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