Customer Experience - Process Associate
Location
Bangalore | India
Job description
Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 22,700 associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.
Job Description
Job Description
Join a team that provides Level 1 and 2 Helpdesk support (Voice/Non-Voice) for BOSCH and its global customers. The individual must possess basic skills / abilities to perform the essential functions. Responsibilities:
- Provide Level 1 support for tools/applications and co-ordinate with stakeholders until closure
- Obtain and evaluate all relevant data to handle complaints and enquiries
- Monitor and Dispatch incidents/tickets to the right technical solution group
- Efficiently resolve complaints to completion and achieve customer satisfaction
- Complete call notes and reports as necessary and update them in the CRM
- Report creation using MS office tools
- Record details of comments, enquiries, complaints, and actions taken
- Manage administration, communication and coordination with internal departments
- Flexible and willing to work in shifts – 24/7 helpdesk environment
- To work a team member and mentor 10 member team
- To define the process as per customer requirement
- Responsible for Client, Complaint, Team, Process and Stakeholder management
- Responsible for shift planning, SLA, KPI and to coach / retrain team
- To prepare daily, weekly, monthly KPI dashboards
- Provide Level 1 support for tools/applications and co-ordinate with stakeholders until closure (ITSM Ticket Life Cycle Management)
Qualifications
Qualifications
•Bachelors degree in Computer Science, Information Technology, Computer Technology or related science field •12 - 24 months of work experience in handling tickets and supporting any tools/applications •Exposure and understanding of ITIL concepts •Good working knowledge of MS Office tools oMS Excel - Advanced oMS PowerPoint - Advanced •Multi-Lingual ability is a must o English: Excellent verbal and written communication skill oHindi: Excellent verbal communication skill oAny other Indian regional language knowledge is a nice to have Willing to work in rotational shifts
Additional Information
6-8 Years
Job tags
Salary
