At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way.
Customer handling skills – Call etiquettes
End to End ticket management
Basis ITIL concepts of Incident, problem & change management is must
Experience in managing voice & non-voice support (Calls, chats & email)Adhering to SLAs like response time of an email & chat. ASA for calls & etc.Performing as per set standard on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, & etc.
Zero RED light calls for entire year. Understanding on above metrics is mandate
Client value add, prioritization of issues, VIP support and calculating business impact are basic expectations from the person who would work in this role
Process incoming service requests, incidents and change requests and formulate appropriate response
Manage multiple support mailboxes and respond to emails
Triage and troubleshoot issue(s) reported on all applications.Report and record any new defects on all applications.
Any Graduate .0-1 year experience
Excellent Customer service (Phone / Chat / Emails)Excellent spoken English Language proficiency
Proficient with MS-Office
ServiceNow experience preferred
Exposure to application support, ITIL framework etc.Excellent written & verbal skills
Customer Service experience