L1- Tech Support Shri Vile Parle Kelavani Mandal
Shri Vile Parle Kelavani Mandal
Office Location
Full Time
Experience: 2 - 2 years required
Pay:
Salary Information not included
Type: Full Time
Location: Maharashtra
Skills: written communication, Interpersonal Communication, Integrity, Adaptability, Excellent verbal communication, Attention to Detail, Multitasking, Studentoriented attitude, Professionalism, Strong work ethic, Organizational Skills, willingness to learn
About Shri Vile Parle Kelavani Mandal
Job Description
Purpose The Role encompasses of taking escalation calls, working on emails in the escalated queue. Identify top trends for escalation and conduct a training need analysis for the counsellor for refresher trainings. Duties & Responsibilities Handle escalation calls and work on emails in the escalated queue. Analyse the data to understand top drivers for escalations. Categorize the data basis controllable/ non-controllable opportunities, by agent, by tenure, by drive, by program Create tangible and measurable action plans for improvements basis the identified opportunities. Monitor calls and provide timely feedback for continuous improvements Qualification Graduate Experience Minimum of 2 to 3 years of work experience in customer service environment and should understand customer mind-set. Skills & Abilities Excellent verbal, written and interpersonal communication Strong attention to detail Ability to multitask Student-oriented attitude Integrity, professionalism, strong work ethic and organizational skills Ability to work at a fast pace with minimal supervision Adaptability and willingness to learn and improve in all aspects,