Job Summary The purpose of this role is to handle complex calls, ensure quality interactions, train and mentor team members, and lead process improvements for better customer service.
Key Responsibilities
1.
Handle Complex Inbound And Outbound
Calls, Providing Expert Assistance And Resolving Escalated Customer Issues.
- Follow Escalation Procedures For Issues Uncontrollable At Agent Level First Call Resolution
3.
Monitor And Ensure The Quality Of
Customer Interactions, Providing Feedback And Coaching To Junior Associates.
4.
Assist In Training Recent Team Members
And Provide Ongoing Support And Mentorship.
5.
Lead Initiatives To Enhance Call Handling
Processes And Improve Overall Customer Service Efficiency.
📌 Senior Process Associate (India)
🏢 HCL Technologies
📍 India
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