Executive Customer Experience Management Application
The role is responsible for working on Customer Relationship Management Applications by handling CRM-related requests/complaints raised through the Management System and via e-mail as per the Service level Agreement. The role monitors the Application critical services, analysis, problem-handling and follow-ups with different backend teams for issue resolution.
- Performing roster tasks as per defined work instructions during roster duty.
- Preparing task sheet.
- Resolving Customer Management System tickets as per defined work instructions, maintaining SLA compliance.
- Resolution of customer complaints escalated through mails.
- Coordination and follow-up with back office teams for service related incidents/outages/complaints.
- Documenting work instructions and sharing them with Departmental Quality Assurance Specialist and Management , in case of any change
Bachelor Degree in Computer Science, Computer Engineering etc.
Knowledge & Skills:
- Knowledge of CRM solutions
- Good communication skill
- Writing skills
- Front-end application development, mobile applications, database application