Responsible for delivering high-quality customer service by managing customer interactions across multiple channels, resolving inquiries efficiently, maintaining accurate documentation, and contributing insights to enhance customer experience and operational effectiveness
• Directly manage the day-to-day operations of the team with the ability to grow and scale as necessary
• Serve as a single POC for HCL to drive initiatives, support governance activities for the program and help resolve escalations/issues.
• Ensure timely escalation management & validate the quality of action plans
• Be responsible for day-to-day activities and performance of the team members
• Working closely with users to ensure the project meets business needs
• Monitor service quality and execute continual service improvement actions.
• Perform analysis of inquiries for trends, risks, and issues
• Good comprehension skills
•Should possess previous experience in managing day-to-day deliverables of the team
•Interact with client on regular basis for reporting and performance of SLAs
• Good Analytical and Logical thinking skills
• Prior experience in utility industry is an added advantage
Source: HCLTech careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
HCLTech is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam... Read More
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