Connecting Odds
HCLTech

Senior Process Associate - Technical

HCLTech
Capital District, Metro Manila, PhilippinesPosted 24 days agoDiscoveredMatch locked

Job Summary

The candidate will be responsible for managing telecom service orders, coordinating with internal teams and external service providers and ensuring timely activation of customer services while meeting SLA commitments.

Key Responsibilities

  1. Manage Complex Inbound And Outbound Calls By Providing Expert Assistance And Resolving Escalated Customer Issues Through Technical Diagnosis And Troubleshooting.
  2. Implement Escalation Procedures For Issues Beyond Agent Control, Ensuring First Call Resolution And Maintaining Customer Satisfaction.
  3. Monitor And Evaluate The Quality Of Customer Interactions, Delivering Constructive Feedback And Coaching To Enhance The Performance Of Junior Associates.
  4. Assist In Onboarding New Team Members By Providing Training And Ongoing Support, Fostering A Culture Of Continuous Learning And Improvement.
  5. Lead Initiatives To Optimize Call Handling Processes And Enhance Overall Customer Service Efficiency, Utilizing Customer Satisfaction Management Techniques.
  1. coordinating with internal teams, telecom carriers to ensure timely order completion.
  1. Track order status and provide regular updates to our stakeholders.
  1. Handle customer and internal escalations.
  1. Support continues process improvement initiatives.

Skill Requirements

  1. Technical Diagnosis And Troubleshooting Skills
  1. Proficient Written And Verbal Communication Abilities
  1. Familiarity With Customer Satisfaction Management Principles
  1. Service Mindset With A Focus On Delivering Exceptional Customer Service

Other Requirements

  1. Optional Certifications In Customer Service Or Technical Support Are Valuable But Not Mandatory

Not included in the source posting: about the role, benefits.

Who can apply

The employer didn't state any visa, work authorization, citizenship or clearance requirements in this posting. Confirm with the employer before applying.

Read automatically from the employer's posting text. Always confirm with the employer — requirements can change after a job is published.

Apply