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BAQs:
Bachelors / or associate degree.
1+ year of IT Service Desk/Help Desk experience in a 24x7 operations with an Associate's Degree.
2+ years of IT Service Desk/Help Desk experience in a 24x7 operations with a HS Diploma.
Experience in use of Service Desk voice, email, chat and ticketing tools.
Job Summary
We are seeking a Senior Process Executive - CHD with 0 to 2 years of experience to join our team. The ideal candidate will have technical expertise in Service Desk and domain experience in Customer Experience Offerings Customer Experience and Store Operations. This hybrid role involves rotational shifts and does not require travel. The candidate will play a crucial role in enhancing customer satisfaction and operational efficiency.
Responsibilities
Provide exceptional support to customers by addressing their inquiries and resolving issues promptly.
Oversee the day-to-day operations of the service desk to ensure smooth functioning and high-quality service delivery.
Collaborate with team members to identify and implement process improvements that enhance customer experience.
Monitor and analyze customer feedback to identify trends and areas for improvement.
Assist in the development and maintenance of knowledge base articles and documentation for the service desk.
Ensure compliance with company policies and procedures while handling customer interactions.
Utilize technical skills to troubleshoot and resolve service desk issues efficiently.
Maintain accurate records of customer interactions and transactions.
Support store operations by providing timely and effective solutions to technical problems.
Coordinate with other departments to ensure seamless service delivery and customer satisfaction.
Participate in training sessions to stay updated on product knowledge and service desk best practices.
Contribute to the achievement of team goals and objectives by delivering high-quality support services.
Foster a positive and collaborative work environment to enhance team performance and customer satisfaction.
Qualifications
Possess strong technical skills in Service Desk operations.
Have experience in Customer Experience Offerings Customer Experience and Store Operations.
Demonstrate excellent communication and interpersonal skills.
Exhibit problem-solving abilities and attention to detail.
Show willingness to work in rotational shifts.
Display a customer-centric approach and a commitment to delivering exceptional service.
Certifications Required
ITIL Foundation Certification Customer Service Excellence Certification