This role is a key position for
the delivery of process innovation and continuous improvement initiatives
across GBS. The role will play an important role in helping to foster a culture
of sustainable change through the creation and implementation of CSI plans and
processes.
•Good understanding of
business processes, service offerings and communication
•Strong ability to
effectively recognize and manage interpersonal communication needs
•Active working relationship
within other cross functional areas
•Develop working
relationships within all other departmental specialties as well as other
functional areas within EBS
•Maintain and improve
quality results by adhering to standards and guidelines; recommending improved
procedures.
•Research required
information using available resources for faster resolution
•Recognize, document, and
alert the management of trends in requests & queries
•Identify customer needs,
research issues, resolve complaints, and provide solutions
•Maintain ownership of calls
throughout the lifecycle of a caller’s request, including follow-ups with
escalation team
•Recommend improvements for
processes to boost organizational efficiency
•Identify and escalate
issues to supervisors
•Provide service information
to customers
•Awareness to update
knowledge base
EXPERIENCE
•Superior listening, verbal,
and written communication skills
•Ability to handle stressful
situation appropriately
•Proficient in service
management tools
•1-3 years of experience in
a call center environment
•Knowledge of customer
service practices and principles
EDUCATION
•University/college degree
is an asset.
•Previous customer service
experience, preferred.
KEY SKILLS
•Verbal communication
•Phone skills
•Listening
•Data entry skills
•People skills
•Informing
•Customer focus
•Customer service
•Attention to detail
•Professionalism