Senior Process Associate - Technical
HCLTech
Date: 2 weeks ago
City: Bengaluru, Karnataka
Contract type: Full time
| Bengaluru, KarnatakaNoida, Uttar Pradesh
Job Summary
The Senior Process Associate - Voice plays a critical role in delivering exceptional customer experiences by handling complex technical support requests. This position is essential for ensuring quality interactions, providing mentorship to team members, and driving process improvements to enhance customer service efficiency.
Key Responsibilities
1. Manage Complex Inbound And Outbound Calls By Providing Expert Assistance And Resolving Escalated Customer Issues Through Technical Diagnosis And Troubleshooting.
2. Implement Escalation Procedures For Issues Beyond Agent Control, Ensuring First Call Resolution And Maintaining Customer Satisfaction.
3. Monitor And Evaluate The Quality Of Customer Interactions, Delivering Constructive Feedback And Coaching To Enhance The Performance Of Junior Associates.
4. Assist In Onboarding New Team Members By Providing Training And Ongoing Support, Fostering A Culture Of Continuous Learning And Improvement.
5. Lead Initiatives To Optimize Call Handling Processes And Enhance Overall Customer Service Efficiency, Utilizing Customer Satisfaction Management Techniques.
Skill Requirements
1. Technical Diagnosis And Troubleshooting Skills
2. Proficient Written And Verbal Communication Abilities
3. Familiarity With Customer Satisfaction Management Principles
4. Service Mindset With A Focus On Delivering Exceptional Customer Service
Other Requirements
1. Optional Certifications In Customer Service Or Technical Support Are Valuable But Not Mandatory
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
Job Summary
The Senior Process Associate - Voice plays a critical role in delivering exceptional customer experiences by handling complex technical support requests. This position is essential for ensuring quality interactions, providing mentorship to team members, and driving process improvements to enhance customer service efficiency.
Key Responsibilities
1. Manage Complex Inbound And Outbound Calls By Providing Expert Assistance And Resolving Escalated Customer Issues Through Technical Diagnosis And Troubleshooting.
2. Implement Escalation Procedures For Issues Beyond Agent Control, Ensuring First Call Resolution And Maintaining Customer Satisfaction.
3. Monitor And Evaluate The Quality Of Customer Interactions, Delivering Constructive Feedback And Coaching To Enhance The Performance Of Junior Associates.
4. Assist In Onboarding New Team Members By Providing Training And Ongoing Support, Fostering A Culture Of Continuous Learning And Improvement.
5. Lead Initiatives To Optimize Call Handling Processes And Enhance Overall Customer Service Efficiency, Utilizing Customer Satisfaction Management Techniques.
Skill Requirements
1. Technical Diagnosis And Troubleshooting Skills
2. Proficient Written And Verbal Communication Abilities
3. Familiarity With Customer Satisfaction Management Principles
4. Service Mindset With A Focus On Delivering Exceptional Customer Service
Other Requirements
1. Optional Certifications In Customer Service Or Technical Support Are Valuable But Not Mandatory
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Senior Payroll Specialist
MyPetroCareer.com,
Bengaluru, Karnataka
4 days ago
We are looking for the right people — people who want to innovate, achieve, grow and lead. We attract and retain the best talent by investing in our employees and empowering them to develop themselves and their careers. Experience the challenges, rewards and opportunity of working for one of the world’s largest providers of products and services to the global...
Phlebotomist
Thyrocare Technologies Ltd.,
Bengaluru, Karnataka
4 days ago
This job is provided by apna.co Job Title: Phlebotomist – Home CollectionCompany name: Thyrocare technologies Pvt LtdJob SummaryResponsible for collecting blood samples using Vacutainer, performing ECG, and filling MER forms at patients' homes while maintaining high standards of hygiene, patient care, and timely transportation of samples to the laboratoryKey Responsibilities Visit patients’ homes for sample collection as per the assigned...
Engineer III, Software Quality Assurance
Thermo Fisher Scientific,
Bengaluru, Karnataka
1 week ago
Work Schedule Standard (Mon-Fri)
Environmental Conditions Office
Job Description
The team you'll be part of -
ERP Quality Assurance ensures that the projects are governed and proper testing is done and documented before the solution is deployed in production.
What You Will Learn And Contribute To -
In this role as an SAP QA Engineer , you will be part...
