Senior Process Associate - Technical

HCL Technologies Limited; Taguig; Vor Ort; PHP 600.000 - 900.000; Vollzeit

Zusammenfassung

Sapsf in Manila is seeking a Senior Process Associate - Technical to manage telecom service orders, coordinate with internal teams and external providers, and ensure timely activation of customer services while meeting SLA commitments.

The role requires strong diagnostic and troubleshooting skills, excellent written and verbal communication, and a service mindset focused on delivering exceptional customer service.

Qualifikationen

• Strong technical diagnosis and troubleshooting abilities.
• Excellent written and verbal communication.
• Familiarity with customer satisfaction management concepts.
• Service mindset focused on delivering exceptional customer service.

Aufgaben

• Manage complex telecom service orders and coordinate with internal teams and providers.
• Ensure timely activation of customer services and meet SLA commitments.
• Guide escalation procedures and drive first-call resolution.
• Monitor and coach call quality; provide feedback to junior associates.
• Assist onboarding of new team members with training and support.
• Lead initiatives to optimize call handling and service efficiency.
• Coordinate with carriers to ensure order completion.
• Track order status and provide stakeholder updates.
• Support continuous process improvement initiatives.

Kenntnisse

Technical Diagnosis

Communication Skills

CSM Principles

Service Mindset

Jobbeschreibung

Career Opportunities: Senior Process Associate - Technical (155834)

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.


• 6. coordinating with internal teams, telecom carriers to ensure timely order completion.


• 7. Track order status and provide regular updates to our stakeholders.


• 8. Handle customer and internal escalations.


• 9. Support continues process improvement initiatives.

Skill Requirements

• 1. Technical Diagnosis And Troubleshooting Skills


• 2. Proficient Written And Verbal Communication Abilities


• 3. Familiarity With Customer Satisfaction Management Principles


• 4. 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