Service Desk Executive
Job Description
Job Title: Service Desk ExecutiveExperience : 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 expectedo 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 problemGreet 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 pressureBasic 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.