• Customer Service Group Leader

    Location IN-Bangalore
    Job ID
    2018-11301
    # of Openings
    1
    Job Category
    Customer Service/Support
  • Responsibilities

    Supports and enhances the overall UL experience for Follow Up Services (FUS). Manages a variety of administrative support functions and duties including data entry, word processing and reporting. Resolves complicated and sensitive problems providing coaching as appropriate. Maintains complex data entry in several systems by entering new and updated customer and account information. Strong typing skills and proficiency with Excel is required. Applicant must possess strong critical thinking and analytical skills demonstrating the ability to balance support of new initiatives as well as repetitive day to day tasks without sacrificing quality. Must work well independently and actively engage in team discussions; providing feedback when applicable.

    • Oracle - Service Contracts experience preferred, but not required.
    • Manages the performance at the local team level by monitoring throughout, turnaround, and quality (accuracy).
    • Works with leadership to ensure resources consistently meet agreed-upon service delivery goals by ensuring resources are staffed at the appropriate staffing levels.
    • Manages the performance of direct reports by defining accountabilities, communicating performance objectives, providing timely feedback and guidance, and ensuing that all policies are understood and adhered to.
    • Assesses staff performance and provide coaching and guidance to ensure maximum efficiency regularly.
    • Engages in planning and coordinating administrative procedures, systems and devising ways to streamline processes.
    • Prepares source data for computer entry by compiling and sorting information; establishing data entry priorities.
    • Performs fast and accurate data entry of information by inputting alphabetic and numeric information utilizing standard operating procedures (SOP’s).
    • Verifies entered customer and account data by reviewing, correcting, deleting, or reentering data; combining data from both systems when account information is incomplete; terminating files to eliminate duplication of data.
    • Tests customer and account system changes and upgrades by inputting new data and reviewing output in test environment.
    • Actively participates in teams to continuously improve and drive quality into UL’s service to the customer.
    • Performance measurements include, but not limited to, quality accuracy and task completion goals.
    • Performs other duties as required.

    Qualifications

    Higher Secondary Education (High school diploma) or equivalent; University degree preferred plus three years of experience in a customer service  role. Demonstrated ability to mentor/train others. Has acted as a "go-to" or subject matter expert within their functional area. Has led a project team to accomplish a stated objective.

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