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BOB - Product Support Specialist - Chennai @ ADP Solutions

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 BOB - Product Support Specialist - Chennai

Job Description

BASIC FUNCTION : The role is to expected the manage helpdesk by rightly assigning the tickets to his team and monitoring closure per fixed SLA.

ESSENTIAL RESPONSILITIES: .

  • Ensure that all requests from customers are handled promptly and effectively, ensuring that agreed service levels is met.
  • Team performance Management: Guide, mentor and coach a team of support executives for responding to tickets/queries raised through mail.
  • Ensure complete customer satisfaction based on NPS and TAT for closing tickets.
  • Single point of contact to the customer/team for all product related queries both internal and e
  • Should be able to develop continuous customer loyalty.
  • Act as a further escalation point for unresolved or escalated calls.
  • Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service .

REPORTING RELATIONSHIPS :

  • Supervisor : Assistant Manager

QUALIFICATIONS :

  • Education : Bachelore of Science / Engineering graduate .
  • Experience : Minimum 2 years of experience in technical support and helpdesk
  • Generic Skills :
  • Excellent problem solving, coordination and interpersonal skills driving to results and deliveries.
  • Excellent telephone manner and language communication skills.
  • Excellent articulation skills.
  • Ability to provide leadership in customer service and customer communication.
  • Target focused and result down.

Job Classification

Industry: Textile & Apparel
Functional Area: Customer Success, Service & Operations,
Role Category: Voice / Blended
Role: Voice / Blended
Employement Type: Full time

Education

Under Graduation: Any Graduate
Post Graduation: Any Postgraduate

Contact Details:

Company: ADP Solutions
Location(s): Chennai

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Keyskills:   Interpersonal skills Helpdesk Performance management Compliance Customer satisfaction Equity Customer service Technical support Product support Monitoring

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ADP Solutions

ADP India is a subsidiary of ADP Inc., the leading Human Capital Management solution providers in the world.ADP India partners with organizations across the Asia-Pacific region by offering highly-configurable Payroll and Statutory Compliance solutions. ADP India also offers solutions for critical fu...