Job
Description
Team Lead/ Team Manager
Qualification:
Any Graduate exclusion BE/BTech/MCAFor CPU. Bachelors degree or equivalent experience should have completed at least 2 years Telstra Bachelors degree or equivalent experience should have 6months rellevant experience
- Responsibility:Business / Customer Articulate / communicate in a manner that is understood by clients/end users
- Connect with the customer through various channels including chat support
- Effectively communicate information on products/services and/or trouble shoot issues within the specified time frames as agreed upon with the client in a manner that is understandable by the end user/customer
- Create verify and upload stock keeping units into the ERP Project/Process
- Learn & Follow the documented project guidelines as applicable
- Provides status updates to Clients or their designees on matters previously reported.
- Document & Track each transaction in the CRM/Application as per the process guidelines
- Record/Logging relevant details regarding Events in Customers service management tool and as applicable assigning categorization and prioritization codes
- Make initial assessments of Events to determine whether they can be answered or resolved by the applicable Process owners of the IT Service Desk & transfer responsibility for resolution to the respective Process owners of other Processes for the remainder
- Manage the lifecycle of Events & communicate with Clients regarding the Events regardless of whether the actions in response to such Events are performed by the applicable Process owners of the IT Service Desk or other Processes
- Coordinates with vendors assigned to resolve Events
- Obtain Client feedback regarding the performance of IT services via appropriate and applicable means
- Develop and produce comprehensive periodic management information packages regarding the delivery of IT services to Clients including The various operations of the IT Service Desk call statistics call durations call abandonment assistance resolution rate
- Observations regarding IT service delivery and recommendations for improvement
- Follow the rules®ulations of the hiring organization & the Customer
- Ensure 100% Customer Satisfaction Score & FCR Fist Call Resolutionon the calls handled wherever applicable
- Support the team in meeting & Exceeding the agreed SLAs with the customer
- VSG supports co ordination of vendor dispatch for IT related equipment failures
- Support break fixes for stores Covers lighting locks electricity plumbing scale and HVAC Create work orders and manage complete work order life cycle
- Provides the ability for Clients to a Submit Events including complaints regarding the quality of IT services egnon functioning hardware system access needs other issues with hardware or software and other inquiries regarding hardware software and IT services
- Submit orders for items within either the Service Catalog eg.IMACs or other applicable mechanisms
- Collects information from the applicable Process owners regarding resolution status and other activities that may impact or have already impacted Clients
- Handles voice email and web forms of transactions as listed below a inbound calls on customer complaintsb Customer Service emails from the end customer and store employees/ncL1 call originating from customersd/nCalls related to password resets POS Issues under access provisioning release of stuck scripts and HW/SW issues/nTax management
- Digital Menu Board configuration
- POS screens
- Post sales reporting Please confirm if these are domain/account specific requirement For CPU
- Adhere to daily schedule by being available to take inbound calls as scheduled
- Answer inbound calls from shareholders and prospective shareholders Promptly respond to clients telephone inquiries and ensure that their needs are met with accuracy and professionalism
- Ensure account verification procedures are followed
- Adhere to CPU call handling requirements while interacting with customers
- Respond to specific account and procedural information requests including balances closing prices portfolio performance and quotes
- Listen actively and probe to determine client needs
- Actively resolve client issues/nMaintain shareholder accounts on the appropriate systems
- Escalate issues when necessary
- Keep management team informed of client feedback
- Make outbound follow up calls to shareholders in response to issues which cannot be resolved point of call
- Maintain an understanding of the systems required to initiate shareholder transaction and maintenance requests
- Remain up to date regarding Stock Transfer products services and systems
- Maintain working knowledge of client products that CPU supports
- Maintain working knowledge of CPU policies and procedures
- Complete extensive on going training to maintain competency in financial markets and instruments
- People - Align individual goals with team objectives work cohesively with the team.Record attendance and time sheet related data
- Act as a buddy for New Hires
- Contribute to and participate proactively in knowledge sharing sessions
- Conduct peer reviews and refresher training
- Collate team performance data for reporting purposes as and when requested by Process and Team Lead.
Must Have Skills
- Customer Service
- Customer Experience