Senior Process Associate - Customer Care
Logistics, Sales & Operations · Customer Support
In short
As a Senior Process Associate for Customer Care, you will be responsible for managing complex customer calls, resolving escalated issues, and ensuring high customer satisfaction. This role involves training and mentoring team members, as well as driving process improvements for enhanced efficiency and quality.
Responsibilities
- Handle complex inbound and outbound calls, providing expert assistance and resolving escalated customer issues.
- Follow escalation procedures for issues beyond individual control to ensure high first-call resolution rates.
- Monitor and ensure the quality of customer interactions, providing feedback and coaching to team members.
- Assist in training new team members and offer ongoing support and mentorship.
- Lead initiatives to enhance call handling processes and improve overall customer service efficiency.
Requirements
- Proficiency in customer service principles and practices, demonstrating a strong service mindset.
- Excellent verbal and written communication skills.
- Ability to analyze customer issues and provide resolutions.
- Familiarity with performance metrics and SLAs.
- Strong adherence to company policies and guidelines, including confidentiality and ethical conduct.
Desired Qualifications
- Optional but valuable certifications in Customer Service Excellence or related fields.
Benefits
- Supercharge your potential at HCLTech.
- Find your career and spark.
- A place that puts its people first.
- Work with a global technology company with a broad portfolio of services and products.
- Opportunity to work with clients across all major verticals.
#customer service#customer care#escalated issues#training#mentorship#process improvement
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
India
Applicants
Be an early applicant