Job Description
Job Family Descriptor
Responsible for Customer Experience, Service Level Delivery, and overall productivity.
Monitor all L1 Heap Desk activities and provide L2 Support on respective tickets. Help to coordinate with business partners to revise and set new process SLA’s whenever new type of work is outsourced.
Ensure the SLA adherence as per the project requirement.
Follow all Ticketing Tool and Insta CC Process for day-to-day operations as per Customer requirement.
Ensure accuracy and timeliness in process reporting – internal and external.
Coordinating the MIS and data capture functionality - Handling Product and Policy related issues and escalations – with timely response and action plans.
Addressing customer queries and issues via mail
End to end follow with the customer/cross functional team with respect to Incident/Proactive/Planned Event Management Process
Broad outline of the Role
Technical
Hands-on experience on different Tools like Ticketing Tool/Insta CC/MS Office/Power Point
Behavioral
Good Analytical and Problem-Solving skills
Customer Centric with solution understanding capability
Good written and verbal communication skills.
Should be willing to accept challenges and highly dynamic in nature.
Good grasping and aptitude to change as per business needs.
Purpose - Broad objective of the role Operating Network - Key External Operating Network - Key Internal Size and Scope of Role - Financial Size and Scope of Role - No. of direct reports Size and Scope of Role - Total team size Size and Scope of Role - Other size parameters Minimum qualification & experience Other knowledge/skills Key Responsibilities Technical Competencies Knowledge / Skills Communication Skills
Responsible for Customer Experience, Service Level Delivery, and overall productivity.
Monitor all L1 Heap Desk activities and provide L2 Support on respective tickets. Help to coordinate with business partners to revise and set new process SLA’s whenever new type of work is outsourced.
Ensure the SLA adherence as per the project requirement.
Follow all Ticketing Tool and Insta CC Process for day-to-day operations as per Customer requirement.
Ensure accuracy and timeliness in process reporting – internal and external.
Coordinating the MIS and data capture functionality - Handling Product and Policy related issues and escalations – with timely response and action plans.
Addressing customer queries and issues via mail
End to end follow with the customer/cross functional team with respect to Incident/Proactive/Planned Event Management Process
Broad outline of the Role
Technical
Hands-on experience on different Tools like Ticketing Tool/Insta CC/MS Office/Power Point
Behavioral
Good Analytical and Problem-Solving skills
Customer Centric with solution understanding capability
Good written and verbal communication skills.
Should be willing to accept challenges and highly dynamic in nature.
Good grasping and aptitude to change as per business needs.
Purpose - Broad objective of the role Operating Network - Key External Operating Network - Key Internal Size and Scope of Role - Financial Size and Scope of Role - No. of direct reports Size and Scope of Role - Total team size Size and Scope of Role - Other size parameters Minimum qualification & experience Other knowledge/skills Key Responsibilities Technical Competencies Knowledge / Skills Communication Skills
💡 Quick Summary
Seeking a career-building opportunity? The Jr| Customer Service Executive | Customer Service Operations position is now open for candidates interested in the BPO Jobs sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
