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Management Trainee - Customer Service

Keywords / Skills : Customer Service, Customer Care, Customer Support, Customer Service Executive, Customer Care Executive

3 - 4 years
Posted: 2019-10-15

Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Role
Customer Service Executive (Non-voice)
Posted On
15th Oct 2019
Job Ref code
HMS003005
Job Description
Job Description :

With a startup spirit and 80,000+ curious and courageous minds, we have the expertise to go deep with the world\u2019s biggest brands\u2014and we have fun doing it. Now, we\u2019re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Inviting applications for the role of Management Trainee , Customer Service
In this role, you will be responsible to demonstrate innovation and intuition in identifying areas requiring operational adaptation and/or improvement Active user of Internet and online applications.
Focus of the Function: This role will have the primary responsibility of leading a team of 15-20 Technical associates in contact centre (Desktop & server) operations and other small scale process like Social Media and Support work for Intel.
How does the role add value: Enables the creation of a centre of excellence in technical contact centre operations (Desktop & server support)
How this role is unique from others: Multiple stakeholder management within the Client organization and requires prior hands on experience and in depth expertise in at least 3-4 years of core helpdesk operations and people management skills.
Who are the key relationships for this role: SDL, Client, People
What are the key initiatives & challenges facing this role in the next six months to three years: Key is to engage in technical and strategic discussions with client stakeholders located across client organization and motivate people to deliver their best.
Multiple stakeholder Management \u2013 both External and Internal
Delivering on Key Performance indicators especially CSAT
Technical domain expertise with the ability to lead all levels of discussion related to the business
People of the sub business processes
Customer Satisfaction Scores of the team
Management Reporting and Oversight

Qualifications
Minimum qualifications

Must have led multiple teams in the past

Preferred qualifications- Mandatory
Tech helpdesk experience (Intel product preferred)
Customer Experience & Process Improvement
Specific Competencies- Desirable

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit (https://www.youtube.com/user/GenpactLtd) .



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