Responsible for delivering high-quality customer service by managing customer interactions across multiple channels, resolving inquiries efficiently, maintaining accurate documentation, and contributing insights to enhance customer experience and operational effectiveness
Key Responsibilities
Provide process and product guidance to Associates; resolve complex cases and operational escalations; support floor queries and real-time issue resolution; monitor adherence to approved workflows; assist with knowledge-transfer, coaching, and refresher sessions; identify process gaps and recurring defects; coordinate with Team Leaders, Quality, and Training teams on corrective actions.
Skill Requirements
Strong process and product knowledge; troubleshooting and analytical skills; escalation management; coaching and knowledge-transfer capability; good written and verbal communication; ability to interpret SOPs and quality guidelines; proficiency in documenting resolutions and process updates.
Must Have Skill
Customer Service Support
Valuable to Have Skill
Other Requirements
📌 Analyst-Voice (India)
🏢 HCLTech
📍 India
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