SHL Global Looking for Senior Representative Customer Services and Technical Support at Gurgaon, Haryana Full Time

Business Title :– Assistant Manager

Reporting to : Senior Manager Customer Technical Support

Role Purpose:
To provide first line reactive & proactive technical support to SHL customers who are experiencing a technical problem with their SHL system or service, resolving issues on a first contact basis wherever possible

To provide second line reactive & proactive technical support to candidates who are experiencing technical problems whilst attempting to complete an SHL assessment, resolving issues on a first contact basis wherever possible

To deliver a high level of customer service at all times and presenting a consistent ‘face of SHL’ to customers on a global basis

Key Accountabilities:
Provide effective technical support in response to emails, chat and occasional inbound calls in accordance with departmental SLAs and to the agreed quality standards – in order to drive optimum service to Customers

Responsible for the initial research and investigation prior to escalating unresolved issues to the Regional Service Teams using the internal ticketing system and to monitor progress through to resolution, keeping Line Manager or Team Leaders informed

Manage communications to Customers and Candidates throughout the investigation and resolution of technical issues.

Responsible for updating CRM in a timely manner ensuring accurate and detailed notes are entered for each contact with reference numbers issues for each contact.

Escalate unresolved priority 1 & priority 2 issues to the Regional IT Team and monitor progress through to resolution.

Ability to manage integrated clients and suppliers and understand the different technologies that exist

Maintain system knowledge through ongoing training & Development.

Carry out other duties as instructed by your line manager or Team Leader

Competencies Essential:
Excellent written and communication skills

Ability to work under pressure and deliver results

Ability to work to agreed targets

Good Knowledge of Windows operating system plus skills in word, excel & internet related issues

Writing and reporting

Planning & Organizing

Presenting and Communicating Information

Delivering results and meeting customer expectations

Analyzing and interpreting

Knowledge/Skills/Professional Requirements:
Minimum of 2-4 yrs experience in Customer service role

Ability to work under pressure and deliver results

Excellent organizational and time management skills

Excellent Customer Service Skills

Strong hold on Technical products

Intermediate Microsoft Office skills

Key Performance Indicators (KPIs):
KPIs will be set annually in line with company policy. Key measurement areas include:

Maintain and exceed the desired level in the performance metrics – NPS, CSAT and CET

Chat/Email/Call activity statistics

About Us

SHL helps companies optimize performance and productivity through deep people insights. Our market-leading people analytics and technology equip leaders and their teams to make confident, data-driven talent decisions that lead to stronger business outcomes.

We anticipate, and help organizations solve, their most pressing talent challenges. Our science and technology maximize the potential of people through data driven insights, an unmatched portfolio of products, engaging experiences built on science and global expert services. From Talent Acquisition through Talent Management we create diverse, agile, and innovative workforces across the globe. We need highly motivated people to join our dynamic global team. We’re driven by Strong Connections, Curiosity, Fearless Innovation, and Impact.

More at shl.com.

What SHL can offer you

A culture comprised of diverse, global teams who have a passion for collaboration and client service.

A comprehensive benefits package.

Support, coaching, and on-the-job development to achieve career success.

The ability to engage, influence, and impact a broad array of the world’s leading executives.

Our mission is to maximize people’s potential.

At SHL, we love what we do and the good it creates for our customers and our people, it’s our obsession. Our culture is inclusive; we embrace diverse perspectives and collaboration to drive forward innovation and growth.

We build strong relationships based on honest conversations, ongoing feedback and a healthy dose of fun.

We challenge, inspire and develop each other, which empowers us to own our destiny and our careers.

We support each other – always. If this is important to you, consider a career at SHL.

SHL is an equal opportunity employer.