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Senior Specialist, Customer Experience, Clients (NAMER)

Senior Specialist, Customer Experience, Clients (NAMER)

Multiplier

1 - 5 years

3 - 7 Lacs

pune

Posted:2 weeks ago| Platform:

Apply

Skills Required

health insurance career development automation payroll process improvement power bi customer support ms office sql crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role

Customer Support will provide guidance, instruction, direction and leadership to a group of Customer Support Specialists (Customer Support Team) for the purpose of achieving a key result or group of aligned results. The Team Leader monitors the quantitative and qualitative achievements of the team and reports results to the Sr Customer Support Manager.

Key Requirements

KRA: (Key Responsible Areas)

o Meet Team key performance metrics of 1 hour response time and 6 hour resolution time.

o Ensure that daily open tickets per agent are at 0

o Multi-tasking is must

Function(LOB):

o Examine, review and process documents/ orders/ files/ cases allocated as per set timelines

o Identify process related scenarios, perform proactive analysis around it and propose a solution for process improvement/ automation

o Provide inputs for knowledge checks collaborate with stakeholders to drive the outcomes

o Good understanding on EWS (early warning signals) mechanism o Liaise with Stakeholders from other teams to drive efficiency based tasks

o Good with Business report understanding

Pre-requisites (Must have)

Process- SOPs

(Standard Operating Processes)

quick adoption

Coaching Feedback mechanism understanding is must

Prior experience on ZenDesk Intercom is preferred

Good knowledge on Manpower planning would be preferred

Knowledge on B2B SaaS business acumen is preferred

Tools Skills (Preferred)

MS office, Process applications - CRM, Zendesk

Preferred knowledge: Power BI SQL

What We Offer:

High-impact role with the chance to play a key role in a rapidly growing company.
Full autonomy in your role, along with the freedom to work in a hybrid model.
Work with a passionate, energetic, and diverse team.
Competitive benefits, recognition programs, and career development opportunities.
Attractive ESOPs, giving you a stake in the company s success.
Comprehensive health insurance coverage for you and your family s well-being.
Generous holiday policy.
A company that genuinely invests in your professional success.

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Senior Specialist, Customer Experience, Clients (NAMER)