Skill required: Omnichannel - Customer Service Technology
Designation: Delivery Operations Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
What would you do
You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.The Service Delivery Sr Analyst is responsible for daily supervision of a team (e.g. delivery, process). They manage the workload of the team, may make work assignments, and have responsibility for developing team members. This job also operates as a subject matter expert and may be the escalation point for issue resolution and customer escalations. The job manages effective internal/external client relationships within a defined area of responsibility.
This job also exercises consistent judgment and discretion with work directly related to management policies Omnichannel refers to a seamless and integrated customer experience across multiple channels, such as online, in-store, and mobile. It ensures that customers can interact with a brand consistently, regardless of the platform they use. The goal is to enhance customer satisfaction and engagement. Key tasks involve coordinating marketing, sales, and customer service efforts across all channels.Responsibilities/Authorities- Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team
- Review all incoming work for clarity, provide transparent work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately
- May perform data entry or other client related tasks in various systems, as required Platform and software contact centers use to provide customer support. The quality and capabilities of the technology ha