Senior process executivevoice

Job Description

Team Lead/ Team ManagerQualification:Any Graduate (exclusion:BE/BTech/MCA)For CPU::Bachelors degree or equivalent experience (should have completed at least 2 years).Telstra::Bachelors degree or equivalent experience (should have 6months+ rellevant experience).Responsibility:Business / Customer:Articulate/ communicate in a manner that is understood by clients / endusers. Connect with the customer through various channels, including chat support. Effectively communicate information on products/services and/or trouble shoot issues within the specified time frames as agreed upon with the client, in a manner that is understandable by the end user/ customer. Create, verify and upload stock keeping units into the ERP. Project / Process. Learn & Follow the documented project guidelines as applicable. Provides status updates to Clients (or their designees) on matters previously reported. Document & Track each transaction in the CRM/ Application as per the process guidelines. Record / Logging relevant details regarding Events in Customer s servicemanagement tool and, as applicable, assigning categorization and prioritization codes. Make initial assessments of Events to determine whether they can be answered or resolved by the applicable Process owner(s) of the IT Service Desk & transfer responsibility for resolution to the respective Process owner(s) of other Processes for the remainder. Manage the lifecycle of Events & communicate with Clients regarding the Events, regardless of whether the actions in response to such Events are performed by the applicable Process owner(s) of the IT Service Desk or other Processes. Coordinates with vendors assigned to resolve Events. Obtain Client feedback regarding the performance of IT services via appropriate and applicable means.Develop and produce comprehensive periodic management information packages regarding the delivery of IT services to Clients, including:a The various operations of the IT Service Desk (eg, call statistics, call durations, call abandonment, assistance resolution rates). and. b Observations regarding IT service delivery and recommendations for improvement. Follow the rules & regulations of the hiring organization & the Customer. Ensure 100% Customer Satisfaction Score & FCR (Fist Call Resolution) on the calls handled wherever applicable. Support the team in meeting & Exceeding the agreed SLAs with the customer. VSG supports coordination of vendor dispatch for IT related equipment failures. Support break fixes for stores. Covers lighting, locks, electricity, plumbing, scale and HVAC. Create work orders and manage complete work order life cycle.Provides the ability for Clients to:a Submit Events, including complaints regarding the quality of IT services (eg, nonfunctioning hardware, system access needs, other issues with hardware or software) and other inquiries regarding hardware, software and IT services. and. b Submit orders for items within either the Service Catalog (eg, IMACs) or other applicable mechanisms Collects information from the applicable Process owner(s) regarding resolution status and other activities that may impact or have already impacted Clients.Handles voice, email and web forms of transactions, as listed below::a inbound calls on customer complaints. b Customer Service emails from the end customer and store employees. c L1 call originating from customers. d Calls related to password resets, POS Issues, under access provisioning, release of stuck scripts and HW/SW issues. Tax management. Digital Menu Board configuration. POS screens. Post sales reporting (Please confirm if these are domain/account specific requirement).For CPU::Adhere to daily schedule by being available to take inbound calls as scheduled. Answer inbound calls from shareholders and prospective shareholders Promptly respond to clients telephone inquiries and ensure that their needs are met with accuracy and professionalism. Ensure account verification procedures are followed. Adhere to CPU call handling requirements while interacting with customers. Respond to specific account and procedural information requests including balances, closing prices, portfolio performance and quotes. Listen actively and probe to determine client needs. Actively resolve client issues. Maintain shareholder accounts on the appropriate systems. Escalate issues when necessary. Keep management team informed of client feedback. Make outbound followup calls to shareholders in response to issues which cannot be resolved pointofcall. Maintain an understanding of the systems required to initiate shareholder transaction and maintenance requests. Remain up to date regarding Stock Transfer products, services and systems. Maintain working knowledge of client products that CPU supports. Maintain working knowledge of CPU policies and procedures. Complete extensive ongoing training to maintain competency in financial markets and instruments. People. Align individual goals with team objectives (work cohesively with the team). Record attendance and time sheet related data. Act as a buddy for New Hires. Contribute to and participate proactively in knowledge sharing sessions. Conduct peer reviews and refresher training. Collate team performance data for reporting purposes as and when requested by Process and Team Lead., Technical SkillsSNoPrimary SkillProficiency Level *Rqrd./Dsrd. 1 Customer Service PL1 Required Domain SkillsSNoPrimary SkillProficiency Level *Rqrd./Dsrd. 1 Assortment Management NA Required * Proficiency LegendsProficiency LevelGeneric Reference PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects. PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

Keyskills :
customer relationsaccounts it service deskit service delivery it serviceswork orders service deskpeer reviews