Job Description

Job Title: Senior Analyst-Customer Service

Experience: 8 - 12 Years

Location: Pune


Key Accountabilities
Initial point of contact for all retail consumers regarding site experience concerns Provide superb customer service to our customers and team members. Leverage deep understanding of specific key account customers, processes / systems Act as an escalation point for any verbal or written form of enquiries from external/internal customers Retail marketing program information, policy and product fulfilment. Retail site experience complaints, fuel quality claims, site locator etc. Complaint resolution, identification, and management of complaint root causes. Representatives are responsible for accurately creating tickets, promptly and efficiently acquiring critical information, and passing that information to the appropriate personnel. Maintain a high level of proficiency with electronic systems and processes used to facilitate communications and requests, provide contact information, and call logs and contact response teams; these systems include telephone systems, other electronic data capture systems, the notification system, Microsoft Office, and basic Windows functionality. Maintain and update knowledge documents critical to the operation of the Notification Centre; this includes call contact lists, business notification requirements, issue requirements and paths. Must have the ability to resolve appropriate actions for new or outstanding incidents without scripted mentorship. Transfer knowledge at shift change to ensure handover of critical on-going incidents and tickets are handled efficiently and accurately. Complete any special assignments such as data support for critical systems, system and activity documentation, knowledge base activities and other operational related assignments. Engage in continual learning and education to ensure a high level of understanding about business operations, technology and Crisis Management/Emergency Response systems and capabilities. Representatives must effectively engage in continuous improvement in all activities
Requirements:
Outstanding customer service skills. Excellent written/oral communication skills and ability to build effective working relationships. Team-oriented approach. Strong problem-solving skills. Make recommendations on existing knowledge base documents and identify knowledge gaps. Build and maintain strong relationships with both the customer and internal business partners through the provision of timely, accurate and high-quality service. Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided. Perform user acceptance testing in technology and systems to help ensure effective improvement execution.
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Contact: 8291818392 / akeesha@mmcindia.biz