Senior Process Associate - Customer Care
HCLTech · Lucknow
PagaarPagaar nahi likha
KahanLucknowUttar Pradesh
TypeFull time
Posted13 Oct5 din pehle, SimplyHired se
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Achhi English chahiye, bolne aur likhne mein
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Jo skills maange hain33 likhe hain
Field coachingTeam member evaluationPerformance coachingInbound customer enquiry call handlingPhone communicationProfessional ethicsCoachingMentoring junior staffClient enquiry handlingFeedback deliveryInbound voiceEscalation managementPerformance evaluation feedbackTeam developmentQuality assuranceAchieving service-level targetsContinuous improvementClient servicesQuality improvementCustomer relationship managementMentoringQuality control supervisionQuality control operationsProblem identificationOperational excellence initiativesClient communication skillsEscalation handlingInternal communicationComplaint resolution call handlingCommunication skillsClient liaisonTraining deliveryClient interaction via phone calls
Is job ke baare mein
Senior Process Associate - Customer Care
Lucknow, Uttar Pradesh
Job Summary
Senior Process Associate - CC plays a pivotal role in delivering exceptional customer service by managing complex calls and resolving escalated issues. This position is crucial for maintaining high levels of customer satisfaction and Net Promoter Score (NPS) while also contributing to team development through training and mentorship. The role emphasizes a service mindset and continuous process improvements, ensuring effective and quality customer interactions.
Key Responsibilities
- Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues Using Effective Communication And Problem-Solving Skills.
- Follow Escalation Procedures For Issues Beyond Individual Control, Ensuring A High First-Call Resolution Rate And Effective Customer Support.
- Monitor And Ensure The Quality Of Customer Interactions, Providing Constructive Feedback And Coaching To Team Members To Enhance Their Performance.
- Assist In Training New Team Members And Offer Ongoing Support And Mentorship, Fostering A Collaborative And Growth-Oriented Team Environment.
- Lead Initiatives Focused On Enhancing Call Handling Processes And Improving Overall Customer Service Efficiency, Contributing To Better Customer Experiences.
Skill Requirements
- Proficiency In Customer Service Principles And Practices, Demonstrating A Strong Service Mindset.
- Excellent Verbal And Written Communication Skills, Ensuring Effective Interaction With Customers And Team Members.
- Ability To Analyze Customer Issues And Provide Resolutions, Showcasing Problem-Solving Capabilities.
- Familiarity With Performance Metrics And Slas, Contributing To Project Outcomes And Maintaining Quality Standards.
- Strong Adherence To Company Policies And Guidelines, Including Confidentiality And Ethical Conduct.
Other Requirements
- Optional But Valuable Certifications In Customer Service Excellence Or Related Fields
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