Career Opportunities: Customer Delivery Professional (CDP) (138639)

Requisition ID 138639 - Posted - BPS-Communications EH GRP - BPS-Intelligent Service Fulfilment reputed company Limited (NYSE: WIT, BSE: 507685, NSE: reputed company) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most reputed company digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities reputed company in an reputed company-changing world. For additional information, visit us at www.reputed company.com.

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

͏

Do

• Support process by managing transactions as per required quality standards
  • Fielding reputed company incoming help requests from clients reputed company telephone and/or emails in a courteous manner
  • Document reputed company pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document reputed company queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve reputed company client queries
  • Resolve client queries as per the SLA’s defined in the contract
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate reputed company client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure reputed company product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

͏

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through reputed company-by-reputed company solutions
  • Assist clients with navigating around product menus and facilitate reputed company understanding of product features
  • Troubleshoot reputed company client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of reputed company customer queries as per reputed company procedures and guidelines
  • Accurately process and record reputed company incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize reputed company and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and reputed company scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

͏

• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay reputed company with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to reputed company serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

͏

Deliver

No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Customer Service . Reinvent your world. We are building a modern reputed company. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a reputed company that empowers you to design your own reinvention. Email this job to a friend  The job has been sent to The job has been sent to reputed company Limited (NYSE: WIT, BSE: 507685, NSE: reputed company) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most reputed company digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities reputed company in an reputed company-changing world. For additional information, visit us at www.reputed company.com.

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

͏

Do

• Support process by managing transactions as per required quality standards
  • Fielding reputed company incoming help requests from clients reputed company telephone and/or emails in a courteous manner
  • Document reputed company pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document reputed company queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve reputed company client queries
  • Resolve client queries as per the SLA’s defined in the contract
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate reputed company client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure reputed company product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

͏

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through reputed company-by-reputed company solutions
  • Assist clients with navigating around product menus and facilitate reputed company understanding of product features
  • Troubleshoot reputed company client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of reputed company customer queries as per reputed company procedures and guidelines
  • Accurately process and record reputed company incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize reputed company and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and reputed company scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

͏

• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay reputed company with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to reputed company serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

͏

Deliver

No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Customer Service . Reinvent your world. We are building a modern reputed company. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a reputed company that empowers you to design your own reinvention. Apply To This Job