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Engineer, CSC India Operations (spanish Language Expert) at null,Chennai (Chennai Job)

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Job Description:Job Title: Engineer, CSC India Operations (Spanish Language Expert) Location: Gurgaon The Role and Accountabilities: Interaction with Colt customers and understand the service and business impact Provide First level resolution to our customers Drive improvements in customer relationships and delivery of customer excellence across the team Responsible for the integrity of the data within the Incident recording system and providing high quality information to other IT service providers and Partners End to end ownership of the resolution and communication for customer enquiries Ensure to have positive feedback from the customers and raise the operations Net promoter score for Fault and Non fault Ownership of non-fault tickets with a high focus on dispute resolution Ensure the results of our TSAT surveys meet the expectations of Colt. Working towards delivering a best in class customer experience Handling incoming customer and internal calls, ensuring availability to meet abandon rate SLAs Managing emails from internal or external customers in Spanish and English language, ensuring efficient management to meet response time SLA Regularly communicate with our customers on the progress of their tickets, using non Colt jargon and customer friendly terms Resolve customer issues always following Colt standard processes Capture quality info using relevant templates in the tickets to resolve customer Incidents Feedback any gaps in processes to management Proactive follow up on negative triggers from own tickets and support Help to build strong relationships with all departments within Colt Documentation, recording and updating Incident details in Siebel What you will need to succeed Excellent communication skills (reading/writing/speaking) in Spanish and English Any Graduate/Preferred Engineering Graduate with 2-5 years of experience Proven track-record of commercial and customer service experience Solid experience in managing customer relationships Strong Analytical skills Ability to multi-task and prioritise workload Ability to adapt to continuously changing procedures and environment Team player with strong interpersonal skills Understanding of Microsoft Office products Working knowledge of Intranet and Internet applications beneficial Good knowledge of MS Office products (Excel, Word, Outlook) Advanced knowledge of ERP tools Has a good knowledge and understanding of Colts existing products and services (desirable) This positions requires a flexible, proactive approach along with a highly organised attitude

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Posted on: Thursday, 05 October, 2017  08:50
Expires On: Wednesday, 25 September, 2019  18:30

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