Customer Service Executive - Pune, Maharashtra, India - Genesis HR Services

Genesis HR Services

Verified Company

Pune, Maharashtra, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Role Information

Senior Process Executive

Position Summary

Provide advance level technical support, service restoration, fulfillment of service request and advice to users ensuring maximum availability, performance and utilization of knowledge and information systems.

Provide inputs for Problem management by leveraging best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling

Own and provide recommendations for knowledge management by periodically reviewing knowledge articles and their usage. Classifying public, private, obsolete and restricted knowledge articles.

Supports the SME in identifying and developing training needs and contents, reviews and escalation with the objective to meet the SLA targets for the specific process within guidelines, policies and norms of Infosys.

Supports the Customer Service agents by handling escalated tickets and coach them to improve their user handling skills

Required skill set

General Knowledge & Skills

Good analytical ability and excellent communication skills
An eye for detail to determine the root cause of an issue, to identify methods to avoid repeat contacts
Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
Displays superb customer service skills and capabilities

Job duties and responsibilities
Transition Coordination - Process definition & documentation

Process & SLA Compliance

Customer Interaction - Escalation management

Identify Process Re-engineering/transformational opportunities and participate in the initiatives

Provide support to SME in engagement activities like training, logistics, acting as SPOC, etc.

Education and other requirement