Command Center Analyst

Sodexo

1 - 6 years

3 - 5 Lacs

Mumbai suburban Mumbai (all areas)

Posted:16 hours ago| Platform:

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Skills Required

command center query management blended process email support handling customer queries query handling solving queries chat support handling client calls query resolution email process chat process calls handling email handling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Ability to professionally handle a challenging call, providing excellent customer service to stay calm under pressure.
Ability to ask the right questions for each call, in order to log the correct information, not just following scripts.
Ability to multi skill and use a number of Command Center systems, e.g. Global Maximo.
Proactively manage work through to completion.
To accurately record details of the caller, problem and severity and ensure that Team Leaders are aware of situations which could develop into issues.
To work within, and to, processes and procedures.
To respond quickly and efficiently to incoming requests (e.g. via telephone, email message) in line with Client service levels.
To pay attention to detail when obtaining and inputting information.
To have a clear and professional telephone manner.
To proactively manage work orders to completion.
To achieve a high degree of Customer and Supplier satisfaction, applying logic and common sense to requests for assistance, ensuring that identified criteria are escalated in accordance with procedures.
To attend training and coaching sessions and incorporate any changes necessary in duties, methods, working hours and procedures.
To identify any potential areas of improvement and highlight to your Command Center Team Leader.
To be flexible and adaptable to change.
To responsibly adhere to the health, safety, environmental and quality standards, policies, and procedures.
To perform all other duties as required.

Preferred candidate profile

Customer Service experience, preferably in a Command Center and / or Call Center environment.
Excellent communication skills - written and verbal.
Intermediate computer skills in MS Office e.g. Word, Excel.
Advanced knowledge of and skills in CMMS applications.
Motivation to work within a team environment.
Relationship building and influencing capabilities.
Keen attention to detail with the ability to prioritize and execute a

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