Process Associate- Customer Experience
Process Associate- Customer Experience
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Job Description
Roles & Responsibilities :
Job Summary:
The individual must possess basic skills and abilities to perform the essential functions of the role effectively. The role involves providing Level 1 support for tools and applications coordinating with stakeholders and ensuring prompt resolution of issues.
Key Responsibilities:
Provide Level 1 support for tools/applications and coordinate with stakeholders until closure.
Obtain and evaluate all relevant data to manage complaints and inquiries effectively.
Monitor and dispatch incidents/tickets to the appropriate technical solution group.
Efficiently resolve complaints to completion ensuring customer satisfaction.
Complete call notes and reports as required and update them in the CRM.
Create reports using MS Office tools (Excel PowerPoint).
Record details of comments inquiries complaints and actions taken.
Handle administration communication and coordination with internal departments.
Flexible and willing to work in rotational shifts within a 24/7 helpdesk environment.
Qualifications :
Educational qualification:
Bachelors Degree in any field.
Experience :
1224 months of experience in handling tickets and supporting tools/applications.
Mandatory/requires Skills :
Exposure to ITIL concepts and understanding of incident management.
Preferred Skills :
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
