Process Specialist

Process Specialist

This position is hybrid.

Job Summary

We are seeking a Process Specialist for our Customer Experience team. The ideal candidate will have 0-2 years of experience with technical expertise in Unified Service Desk and domain knowledge in Customer Experience Offerings Customer Experience and Store Operations.

Responsibilities

• Manage single large process/multiple small processes under a large process.
• Handle supervisor calls or escalation calls
• Responsible for performing quality checks on the calls taken by the team
• Handle escalated calls for Level 1 support and handle Level 2 support and act as a queue manager to ensure that the team attends to calls in a timely manner as per the metrics defined.
• Responsible to interact with customers (internal / external) to meet process deliverables
• Serve all client business divisions with the client-side interactive components using JavaScript / JQuery, Ad development through various mobile Ad producer tools, creating expanded ads with page re-directs with customize animation and image galleries etc.
• Stakeholder management with different clients and end-users
• Raise process related issues on timely manner as well as resolve process related queries and expedite on data requests
• Record data relating to production statistics, end-user related notes, etc as appropriate
• Contribute towards creation of knowledge updates & stay updated with process knowledge / changes
• Perform root cause analysis on the errors made by the team members
• Identify new business opportunities and ideas for process improvement and productivity

Qualifications

• Bachelor's Degree in a related field or equivalent practical experience.
• Minimum 1 year experience in customer service