As a Subject Matter Expert SME for the Customer Service Contact Center you will play a crucial role in ensuring the efficient and effective operation of the contact center You will be responsible for providing expert guidance support and training to customer service representatives CSRs to enhance their performance and deliver exceptional customer service Your expertise in the company aposs products services and customer service processes will be essential in driving customer satisfaction and achieving organizational goals Key Responsibilities Product and Service Knowledge Develop and maintain an indepth understanding of the company aposs products and services Stay updated on changes updates and recent offerings Serve as the goto resource for CSRs regarding product and servicerelated queries Training and Development Design and deliver training programs for new and existing CSRs Create training materials manuals and resources to facilitate learning Conduct regular coaching and mentoring sessions to enhance CSR skills and knowledge Quality Assurance Monitor and evaluate CSR interactions with customers for quality and adherence to established protocols Provide feedback and recommendations for improvement to CSRs and management Collaborate with the quality assurance team to develop and refine customer service standards Issue Resolution Assist CSRs in resolving complex customer issues and escalations Serve as a point of contact for CSRs when they encounter challenging customer inquiries or complaints Collaborate with other departments to address systemic issues affecting customer satisfaction Process Improvement Identify areas for process improvement within the contact center Propose and implement solutions to enhance efficiency and customer service quality Participate in crossfunctional teams to streamline operations Reporting and Analytics Generate reports and analyze data related to customer service performance Identify trends patterns and areas needing improvement Present findings and recommendations to management Customer Feedback Collect and analyze customer feedback to identify areas for improvement Work with CSRs to implement changes based on customer input Ensure customer feedback is used to drive continuous improvement efforts Documentation Maintain uptodate documentation of processes procedures and best practices Ensure CSRs have access to accurate and current resources Show more Show less

📌 Lead Customer Service Representative (Gurugram)
🏢 WNS
📍 Gurugram