CCE
PuneFull-time3–6 yrsPosted 2 days ago
Mid-level customer support role at Career Site in Pune. Needs 3+ years and a B.Tech, B.E. or BBA.
About the role
You will monitor service delivery metrics, coordinate with cross‑functional teams, and champion best practices to meet contractual obligations and exceed client expectations. Serve as the first point of contact for client inquiries and escalations within the BPM domain. Monitor and report on service delivery KPIs, ensuring compliance with SLA commitments.
What you'll do
- Monitor service delivery metrics, coordinate with cross‑functional teams, and champion best practices to meet contractual obligations and exceed client expectations
- Serve as the first point of contact for client inquiries and escalations within the BPM domain
- Monitor and report on service delivery KPIs, ensuring compliance with SLA commitments
- Coordinate with delivery, QA, and development teams to resolve issues promptly
- Facilitate regular client status meetings and provide clear, actionable updates
What you need
- CRM
- Escalation handling
- MS Office
- Root cause analysis
- Problem solving
Good to have
- ITIL