Job Description

• Should have excellent communication and international call taking experience
•  Responsible for managing the team of associates and managing the floor efficiently
• Managing team of associates responsible for and handling  Service desk/Technical issues via calls , emails , tickets, in timely and efficient and professional manner
• Serves as first point of escalation for customer complaints, queries, request, feedbacks etc.
• Ensuring the KPIs are met for the team
• Escalate all serious Customer issues to appropriate levels of management
• Responsible for taking Corrective and Preventive Action
• Roster management
• Plan Induction training and imparting product/process training to new members
• Manage and monitor the resolution process for all customer related issues
• Creates and conducts service quality audits and generates various reports for management
• Prefer to have an experience of handling Application support (at least for 1 year)