Senior Process Associate - Customer Care

HCLTech·Noida

Pay not statedMid levelFull-time

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About the role

Senior Process Associate - CC plays a pivotal role in delivering exceptional customer service by managing complex calls and resolving escalated issues. This position is crucial for maintaining high levels of customer satisfaction and Net Promoter Score (NPS) while also contributing to team development through training and mentorship.

What you'll do

Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues Using Effective Communication And Problem-Solving Skills
Follow Escalation Procedures For Issues Beyond Individual Control, Ensuring A High First-Call Resolution Rate And Effective Customer Support
Monitor And Ensure The Quality Of Customer Interactions, Providing Constructive Feedback And Coaching To Team Members To Enhance Their Performance
Assist In Training New Team Members And Offer Ongoing Support And Mentorship, Fostering A Collaborative And Growth-Oriented Team Environment
Lead Initiatives Focused On Enhancing Call Handling Processes And Improving Overall Customer Service Efficiency, Contributing To Better Customer Experiences