Sr Customer Experience Specialist:
We are looking for an enthusiastic and dedicated Sr customer experience specialist to enhance our customer experience. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer service. Additionally, a Sr customer experience specialist has to closely work on CSAT, ASAT, CCR and FCR to make our customer experience better.
This role is based in Gurgaon (India), will be a part of Corporate Customer Experience Excellence Team that serves all the SBG’s in the corporation and drive Customer Experience Excellence.
Principal Responsibilities
oTaking ownership of customers inquiries and working towards case closure in coordination with POC’s and other SBU’s
oSet up new customer accounts, sales request, cases, applications, and requests.
oKeep records of customer interactions and transactions including, comments and complaints, details of actions taken, and appropriate follow-up.
oShould have potential to work on the negative feedbacks of the customers and identifying the root cause for the negative comments.
oWho can work on the unresolved cases of the customers and identifying the reason. Taking a follow up from the customers for unresolved cases and to find the fix.
oCan give priority to Agent satisfaction score individually and for the whole Team to enhance the overall customer experience and to reach the organizational target.
oShould have knowledge and experience on improving/Maintaining the Customer Satisfaction Score individually and for the whole Team.
oShould have the prior experience of Handling/maintaining the FCR score along with the Case Closure Rate.
oMaintaining the overall individual and Team Call/case quality.
oCreating dashboards and reports in SFDC and inContact.
oAct as an active interface between customer and SBU’s for proper case closure.
oSharing knowledge with the team members.
oHandling customers escalations and resolving issues.
oCreating presentations on MS Office tools when required.
oGenerate both periodic and ad hoc reports as needed on Excel.
Additional Skills -
oStrong Reporting skills. Should have strong knowledge of SFDC and reporting’s. Creating dashboards and reports.
oStrong analytical and interpersonal skills and an ability to work well in a dynamic and fast-paced environment.
oCreative problem-solving and decision-making skills.
oProven planning and organizing skills with strong attention to details.
oInfluencing skills, resulting in a positive outcome.
oSix sigma knowledge is a plus.
oOperational knowledge of SharePoint based tools.
oHigh level of customer orientation.
oStrong team player with the ability to take ownership and follow-through.
oAbility to build relationships and networks in a virtual team environment.
oWell organized with good time management, result oriented.
oDemonstrates effective use of soft skills – listening, probing, and questioning.
oExcellent written communication and presentation skills.
oResults-driven team player, Ability to work in a dynamic, changing environment
oExcellent innovative skills in seeking out new approaches and solutions.
Basic Qualification
oBachelor’s degree (or equivalent experience).
o2+ years Customer Support experience.
oBusiness fluent in written and spoken English, other languages represent a plus.
oStrong level of MS office skills (Excel, Word, Outlook, PowerPoint).