Customer Contact Comms Associate

Job Description

Skill required: Omnichannel - Service Desk Voice Support Designation: Customer Contact Comms Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years What would you do? You will be aligned with our Customer Support vertically and help us in managing/ resolving customers' queries, handling escalations and complaints of the dissatisfied customers & giving the best resolutions. You will also be responsible for closing the fault and complaints within SLA s. The Query Management team is accountable for the Inbound/Outbound calls and e-mail/chat support to resolve customer issues. This role is aligned to our Service Desk Voice Support team, which is responsible for recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests based on a defined scope of support. The team manages unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web, and chat. Roles and Responsibilities In this role, you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your team and direct supervisor You will be provided detailed to a moderate level of instruction on daily work tasks and detailed instruction on new assignments and the decisions that you make that would impact on your work You will need to be well versed with basic statistics and terms involved in the day-to-day business and use it while discussing with stakeholders You will be required to help in the overall team s workload by managing your deliveries and helping the team when required You will be an individual contributor as a part of a team, with a predetermined focused scope of work. Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions. What are we looking for? We are looking for individuals who have the following skillset Adaptable and flexible Good to have skills? Workday & ServiceNow NA Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation