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Job DescriptionJoin a critical and time-sensitive Technical / Non-Technical supportservices thathandles both inbound and outbound calls. To achieve excellent standards of customer service and satisfaction through effective personal customer relations skills. Lead, coach and motivate the team to deliver departmental KPI's, targets and objectives.Roles & Responsibilities:
Obtain and evaluate all relevant data to handle complaints and inquiries
Record details of comments, inquiries, complaints, and actions taken
Manage administration, communication and coordination with internal departments
Flexible and willing to work on shifts - 24/7 customer support
Lead and motivate a Contact Centre team to optimum performance levels to achieve agreed targets contributing to the company's objectives.
Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of SMART objectives.
Manage performance through regular, effective reviews, addressing performance issues according to the company's policies and procedures.
Conduct development reviews and recommend training and development plans.
Deliver all departmental KPI's, achieving set targets and objectives within the inbound, all ancillary areas, outsource and overflow services.
Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency.
Build effective relationships with other teams and departments. Communicate all information clearly and in a timely manner.
Act as a role model to others whilst striving to achieve high standards of performance and customer service.
Ensure full adherence to the company's Health & Safety policy and procedures.
Performs other duties as assigned.Qualifications
Bachelor's degree in computer science or any relevant science field
8 to 9 years of experience in Customer Support or Multi-Lingual Campaigns
People Management skills
Good working knowledgeof MS Office tools
MS Excel - Advanced
MS PowerPoint - Advanced
Power BI - Nice to have
Multi-Lingual ability is a must
English: Excellent verbal and written communication skill
Hindi: Excellent verbal communication skill
Kannada/Tamil: Excellent verbal communication skill
Any other Indian regional language knowledge is a nice to have
Any Graduation
8-12 years of Experience
Date Posted: 22/11/2024
Job ID: 101181389
The Bosch Group is a leading global supplier of technology and services. It employs roughly 402,600 associates worldwide (as of December 31, 2021). The company generated sales of 78.7 billion euros in 2021. Its operations are divided into four business sectors: Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology.
As a leading IoT provider, Bosch offers innovative solutions for smart homes, Industry 4.0, and connected mobility. Bosch is pursuing a vision of mobility that is sustainable, safe, and exciting. It uses its expertise in sensor technology, software, and services, as well as its own IoT cloud, to offer its customers connected, cross-domain solutions from a single source. The Bosch Group’s strategic objective is to facilitate connected living with products and solutions that either contain artificial intelligence (AI) or have been developed or manufactured with its help. Bosch improves quality of life worldwide with products and services that are innovative and spark enthusiasm. In short, Bosch creates technology that is "Invented for life."
