Posted:7 months ago
In this role, you will manage user access for multiple web portals and ensure a seamless customer experience. You will be expected to demonstrate innovation, strong analytical skills, and process-improvement mindset to identify and drive enhancements in existing operations within the customer experience domain.
Responsibilities
Creation of user SSOs for various Web Portals, On-boarding users on the Web portals basis user account/company entitlements and taking actions accordingly if requirements are not met.
Coordinating with cross-functional teams for rectification of user account details in case of data discrepancy related/not related to Entitlements basic company agreement/ entitlements
Handle queries from internal employees, contractors, external suppliers, and customers related to portal access, application issues, and common troubleshooting.
Escalate complex queries to relevant L2/application teams and coordinate with application owners, product support, and product managers to ensure timely resolution of user-reported issues.
Support continuous improvement and business operations by applying LEAN principles, preparing required data, and keeping customers proactively informed within agreed timelines.
Qualifications we seek in you!
Minimum Qualifications
Bachelor's degree in any discipline
Relevant years of experience in operations, customer support, or a related field
Prior experience in Customer Supportand hand on experience with CRM Systems
Excellent Communication Skills, both verbal and written
Strong problem-solving skills and a high attention to detail
Preferred Qualifications/ Skills
Strong probing and analytical skills with the ability to understand and interpret customer issues
Must be able to work on a flexible schedule (as per business needs)
Ability to work under high pressure environment
Basic proficiency in MS Office (Excel, PowerPoint, Word)
Strong customer-centric mindset with a focus on service quality and user experience
On-site
Full Time
Genpact
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