Job
Description
Transition Processes & Delivers highest level of service quality to our internal & external customers in a timely mannerPerform Process transition ensuring low effort experience for all stake holdersCreate Process flow charts , Standard processes operating instructionsDefine & agreed SLA , TAT of all newly transition processes Own and manage customer experience by providing faster resolution, effortless experience, and better customer connectDemonstrate influential communication skills in a multi-channel contact environment (phone, email, chat, service tickets) Resolve various issues regarding pre-sales, post-sales or order-tracking support by demonstrating active listening, ownership/initiative, and organization skills Assures change management practices are followed, including communication, training, documentation development, etc Reduces customer efforts and enhances productivity via process improvementsIdentifies areas for continuous improvement in existing processes to reduce customer effort, and aligns improvement projects to close shortfalls Drive the continuous process improvement, and control initiatives Drives the development and enhancement of measurement and analytical methodologies Analyzes data to identify root cause problems from repetitive calls/issues, and make suggestions for next-issue avoidance Identifies & Promotes opportunities for Automation Improves process maturity of Channel Partners (applicable for APCC Group)Establish close partnership with our distributors and learn their operations by visiting / performing your role at their offices Support In country teams to actively promote utilization of appropriate tools, such as Ecomm & WebUI, that enable effective service delivery by distributor resourcesSupport In country to Coach & guide channel partners to adopt continuous improvement in their processes that would ultimately improve the quality of service to customers by providing relevant inputs to enhance/optimize the processesEnhances competency level in a planned mannerKeep abreast with the continuing changes within the company, and excel in specific business systems and IT applications Undertake specific knowledge enhancement activities that will make you skilled at multitasking, prioritizing and communicating with impact & influence, to ensure high levels of customer satisfactionDrives the development and enhancement of measurement and analytical methodologies Assures change management practices are followed, including communication, training, documentation development, etcPublish timely dashboards
