Job Title: Service Desk Executive
Experience : Fresher
Job Location : Noida
Education : Any 3 year Graduate (2022/ 2023 Passouts) / Non-Engineering
Job Description :
Provide best-in-class customer service/problem resolution and technical troubleshooting to customer queries over the voice-based phone service and other contact channels and should be willing to multi-task across different channels of support
o Ticket Management Prioritize the urgency of the ticket, right categorization based on issues of the ticket, track status of the ticket (On-hold, Open, closed & resolved), Keep customers informed on status etc.
o Business intelligence use ticket data and analysis, tools and use best practices in the account to support customer
o Service Delivery Its our service to the customer and delivering what is expected
o Customer Management How effectively you are interaction starting from Greeting to resolution and call closure is what is expected
o CHIP Our intelligent AI BOT which help to answer customer query saving SD & customers time and effort on issue resolution. Also helps in making customer's experience better
o Service email retrieve How effective are we in handling email as a contact channel and minimize hops between SD and the customer
o Knowledge Management How effectively we manage the Knowledge base to resolve customer issues
o Service Marketing Increase customer brand by bringing and here its Capgemini where we talk about tools where increase usage can help the customer
- Support customers across Telecommunication, Financial Services, Healthcare and Technology vertical/industries
- Troubleshoot customer issues related to internet - troubleshooting, Password reset/session reset/renaming profile
- Meet customer requirements through first contact resolution (Resolve an issue in the first contact itself).
Clarify customer requirements :
o Probe for and confirm understanding of requirements or problem
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
Listen attentively to customer needs and concerns; demonstrate empathy
Desired Skills :
Should have excellent communication and English speaking skills
Should have good interpersonal skills and ability to perform under pressure
Basic computing skills
Willing to work in a 24/7 environment
Should be open to sign Service Level Agreement and KPIs
Candidates must be open to relocate to any location and work in night shifts
Qualification :
Candidates must have completed any 3-year graduation in 2022 & 2023.
