For a UK based MNC in IT sector is looking for:

The Premium Customer Support Agent will be part of a small but critical team that is brilliant at ensuring quality customer outcomes and solutions are delivered on a very timely basis. The role holder will support internal and external customers by providing a superior experience in case management and handle escalated cases. You will be a role model for driving progress across a wide range of internal stakeholders to ensure that we can deliver meaningful, timely resolutions for our internal and external customers. You will be a passionate customer champion and advocate, and will use insight, data and root cause analysis to drive through the best possible outcomes for our customers.

This role is critical in making a difference to our customers by helping to deflect case escalations, reduce SLA ‘leakage’ and highlighting any QA concerns with how cases are handled, including assisting the customer advocates to bring account and case escalations to speedy and full resolution. No two days will be the same and you can be sure that it’s a stimulating and engaging role where you get to work with colleagues from across the business and both our internal and external customers.

Skills

• Communication
• Time Management
• Record Keeping
• Relationship building
• Monitoring

Requirements

• Job Role Premium Customer Support Agent
• Job Type Full Time
• Workplace Type Onsite
• Industry Human Resources Services

Secondary locations

About

Not provided

Responsibilities

• Progress chasing on high escalated cases to ensure progression, post escalation, right through to resolution.
• Review monitors on Incident Reviews dashboard and takes proactive action where required.
• Actively monitor cases associated with an account escalation and ensure timely progress is being made.  
• Sharing relevant information with resolution team colleagues, making self and others aware of data related to tasks and activities necessary to progress cases and highlighting roadblocks when necessary to the customer resolutions manager.
• Keeping case records clearly and accurately up to date

Other Requirements

• Good written and verbal communication skills - builds effective working relationships with all service delivery teams and stakeholders, built on trust and common  Excellent time management skills to deflect case escalations
• Highly organised with the ability to manage multiple competing priorities
• Ability to interpret information, identify risk and provide feedback in a clear and concise manner.
• Personal flexibility, a hands-on approach and the ability to influence others to achieve results
• High levels of resilience, ownership and determination
• Understanding of organisational structure and the escalation processes within all UK and IE business units.
• Education: Bachelor’s degree (mandatory)
• Experience: Min 3 yrs in international voice process with expertise in handling escalations.
• Salary: Up to 8lpa + other benefits
• Interview mode: Offline/online
• Must be willing to work in rotational shifts:
• Day shift (Work from office-cab facility provided)
• Night shift- Work from home
• Shift will be changed on monthly basis.
• Up to 8lpa + statutory benefits

Good to have

Not provided

About the Company

18 steps consultants is a recruitment consultancy based out of Kerala, India. We cater to various industries and provide hiring assistance at all levels.