Sr Cust Exp Specialist

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Sr Customer Experience Specialist

•  We are looking for an enthusiastic and dedicated Sr customer experience specialist to enhance our customer experience
• You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer service. Additionally, a Sr customer experience specialist has to closely work on CSAT, ASAT, CCR and FCR to make our customer experience better.

This role is based in Gurgaon (India), will be a part of Corporate Customer Experience Excellence Team that serves all the SBG’s in the corporation and drive Customer Experience Excellence.

Principal Responsibilities

•  Taking ownership of customers inquiries and working towards case closure in coordination with POC’s and other SBU’s
• Set up new customer accounts, sales request, cases, applications, and requests.Keep records of customer interactions and transactions including, comments and complaints, details of actions taken,and appropriate follow-up.
  Should have potential to work on the negative feedbacks of the customers and identifying the root cause for the negative comments.
• Who can work on the unresolved cases of the customers and identifying the reason. Taking a follow up from the customers for unresolved cases and to find the fix.
• Can give priority to Agent satisfaction score individually and for the whole Team to enhance the overall customer experience and to reach the organizational target.
• Should have knowledge and experience on improving/Maintaining the Customer Satisfaction Score individually and for the whole Team.
• Should have the prior experience of Handling/maintaining the FCR score along with the Case Closure Rate.
• Maintaining the overall individual and Team Call/case quality.
• Creating dashboards and reports in SFDC and inContact.
• Act as an active interface between customer and SBU’s for proper case closure.
• Sharing knowledge with the team members.
• Handling customers escalations and resolving issues.
• Creating presentations on MS Office tools when required.
• Generate both periodic and ad hoc reports as needed on Excel.

Additional Skills -

•  Strong Reporting skills. Should have strong knowledge of SFDC and reporting’s. Creating dashboards and reports.
• Strong analytical and interpersonal skills and an ability to work well in a dynamic and fast-paced environment.
• Creative problem-solving and decision-making skills.
• Proven planning and organizing skills with strong attention to details.
• Influencing skills, resulting in a positive outcome.
• Six sigma knowledge is a plus.
• Operational knowledge of SharePoint based tools.
• High level of customer orientation.
• Strong team player with the ability to take ownership and follow-through.
• Ability to build relationships and networks in a virtual team environment.
• Well organized with good time management, result oriented.
• Demonstrates effective use of soft skills – listening, probing, and questioning.
• Excellent written communication and presentation skills.
• Results-driven team player, Ability to work in a dynamic, changing environment
• Excellent innovative skills in seeking out new approaches and solutions.

Basic Qualification

•  Bachelor’s degree (or equivalent experience).
• 2+ years Customer Support experience.
• Business fluent in written and spoken English, other languages represent a plus.
• Strong level of MS office skills (Excel, Word, Outlook, PowerPoint).

Additional Information

• JOB ID: HRD231524
• Category: Customer Experience
• Relocation Tier: Not Applicable
• Security Clearance:
• Aviation Authority (FAA for US):
• Band: 02
• Referral Bonus: 6000
• Requisition Type: Standard Requisition
• US Citizenship:
• FLSA Statement:
• FLSA CODE: Nonexempt