Empleos actuales relacionados con Customer Success Champion - Barranquilla - HCL Technologies
-
Customer Success Manager
hace 5 días
Barranquilla, Atlántico, Colombia Shipcalm A tiempo completoJob Description | Customer Success ManagerSummaryAs the Customer Success Manager at ShipCalm, you will lead our Brand Operations team & be accountable for driving operational success, client satisfaction, & revenue growth across our customer portfolio. This position reports directly to the Executive Vice President of Operations. You will oversee a team of...
-
Auxiliar de Mantenimiento
hace 1 semana
Barranquilla, Colombia Grupo COS (Customer Operation Success) A tiempo completoCUSTOMER OPERATION SUCCESS S.A.S es un BPO enfocado en brindar soluciones de atención al cliente y servicios de operaciones. Actualmente, nos encontramos en la búsqueda de un auxiliar de mantenimiento de instalaciones, locativos, para unirse a nuestro equipo en las ciudades de (Bogotá, Medellín, Barranquilla) **Requisitos**: *Bachiller Técnico o...
-
Client Success Manager
hace 1 semana
Barranquilla, Colombia TTEC A tiempo completoClient Success Manager Bringing smiles is what we do at TTECfor you and the customer. As part of the Client Success team, working in Barranquilla, Colombia, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture. **What You’ll be...
-
Customer Service Analyst
hace 1 semana
Barranquilla, Atlántico, Colombia Auxis A tiempo completoJob SummaryAs a Customer Service Administrator, you will collaborate with a team that shares your drive for success while assisting thousands of customers in managing and paying their policies. You will handle inquiries, resolve complaints, and address critical customer service issuesResponsibilitiesProcess monthly payments, reinstatements, and policy...
-
Customer Service Analyst
hace 1 semana
Barranquilla, Atlántico, Colombia Auxis A tiempo completoJob Summary As a Customer Service Administrator, you will collaborate with a team that shares your drive for success while assisting thousands of customers in managing and paying their policies. You will handle inquiries, resolve complaints, and address critical customer service issuesResponsibilitiesProcess monthly payments, reinstatements, and policy...
-
Customer Support Lead
hace 1 semana
Barranquilla, Colombia Auxis A tiempo completoJob Summary: The **Team Lead for Procurement and Customer Support** serves as the driving force behind a high-performing team responsible for procurement operations, order management, and customer support excellence. This leadership role focuses on aligning team activities with organizational objectives, ensuring seamless delivery of goods and services, and...
-
Agente Call Center Bilingüe
hace 2 semanas
Barranquilla, Atlántico, Colombia Customer Operation Success A tiempo completoÚNETE AL MEJOR EQUIPO BILINGÜE EN BARRANQUILLA Cargo: Agente Callcenter Bilingüe – Gestión Comercial en Créditos¿Quieres crecer profesionalmente en un call center líder en el mercado BPO, con enfoque en campañas bilingües y la mejor proyección? Esta es tu oportunidad¿Qué buscamos?Nivel académico: Bachiller o superiorNivel de inglés: Avanzado...
-
Agente Call Center Bilingüe
hace 1 semana
Barranquilla, Colombia Customer Operation Success A tiempo completo¡ÚNETE AL MEJOR EQUIPO BILINGÜE EN BARRANQUILLA! Cargo: Agente Callcenter Bilingüe - Gestión Comercial en Créditos ¿Quieres crecer profesionalmente en un **call center líder en el mercado BPO**, con enfoque en campañas bilingües y la mejor proyección? ¡Esta es tu oportunidad! ¿Qué buscamos? - **Nível académico**: Bachiller o superior -...
-
Client Success Manager
hace 1 semana
Barranquilla, Colombia unifyCX A tiempo completoUnifyCX is looking for an extraordinary Client Success Manager to join our motivated and ambitious team. What Will You Do? The Client Success Manager is responsible for developing and managing key client relationships, with a focus on client satisfaction, retention and growth. **Responsibilities**: Primary liaison between the client and the company,...
-
Customer Support Coordinator
hace 1 semana
Barranquilla, Colombia Auxis A tiempo completoJob Summary: Carries out broad assignments involving the planning and procurement of important items and services, requiring extensive or specialized knowledge and experience in supply chain management and vendor relations. The Customer Support Coordinator ensures seamless operations by efficiently sourcing the necessary materials or resources in the right...
Customer Success Champion
hace 2 semanas
**Job Role Summary**
Responsible for identifying on the ground issues agents at the PSO (Partner Support Operations) are facing and coordinating the resolution with the Customer Success Enablers (L2) teams promoting the continuous improvement of productivity, service quality and customer satisfaction.
**Purpose**:
Responsible for smooth running of the Project as per the plan laid down for the PSO
**Scope - Job Specific**:
- Identify the technical issue at PSO and provide instant technical help (basic desktop/thin client troubleshooting of clearing up resources & session re-initiation)
- Provide additional knowledge of the issues to make user understand for self-resolution next time the issue is encountered
- Make PSO agents aware of the self-help (Info Manager) solutions available
- Understand the issue faced, identify potential causes and route the issue to Customer Success Enablers (L2)
- Coordinate with onshore & offshore teams (business & technical teams) from client side as per governance set on issues identified, fixes
**Level Guide Statements - General**:
**Main Responsibilities**:
1 Act as an internal point of contact for PSO to help identify and resolve technical issues faced
2 CS champions are the ‘boots on the ground’ onsite with the PSOs to ensure instant support and faster escalations to L2 teams. Will be required to work in shifts (including US hours) to provide effective support to PSO
3 Have general knowledge of tools, systems and platforms used by agents at PSO
4 Act as the bridge between PSO and L2 teams to ensure faster issue identification and resolution
5 Help educate the PSO on self help steps to be taken based on information available to try resolve the issue faster
6 Ensure issues raised to for resolution have the required information and artifacts for the L2 teams to be able to troubleshoot and resolve the issue
7 Share Daily/weekly progress report with PSO on status of issues raised with number of issues resolved and details of the resolution
8 Once issue resolution is confirmed by L2 teams, confirm efficacy of the resolution onsite with PSO, close the ticket after updating the RCA and resolution witnessed, confirm closure with Field Ops Team
9 Provide inputs for developing decision tree on common issues faced by PSO, self-help steps to be taken by PSO, information to be included in AYS (At Your Service) trouble ticket
10 Ensure effective communication between PSO and technical teams, wrt to releases, maintenance activities, etc
11 Participate in team meetings and general inputs in day-to-day improvements
13 Maintain strong working relationships with internal teams
14 Understand and comprehend Enterprise releases and translate to call centre level of understanding
15 Coordinate with other CS (L1) champions across centers & locations to understand the issue type reported, fixes required across locations and best practices replication
**Education Requirements**:
Minimum
Bachelor’s degree in any discipline
Preferred
Masters
**Professional Certifications**:
**Min/Preferred**
**none**
**Min/Preferred**
**Skills, Knowledge and Abilities**
**Minimum**
**Minimum**
Ability to work collaboratively with different teams and lead in a fast-changing and flexible environment
**Minimum**
Will be required to work in shifts (mostly US)
**Minimum**
Min 3-4 yrs experience in working in a Telecom process (preferably US) is a must
**Minimum**
**Minimum**
Prior experience of working in an Individual Contributor role with multiple stakeholders, interacting with leadership, creating reports and presentations to share updates
**Minimum**
Experience in creating process documents, SOPs, etc using relevant tools
**Preferred**
Prior working knowledge of G Sheets, G Slides, Gmail and Slack
**Preferred**
Experience of working with tools like Live Engage, Cisco Jabber, Citrix
**Preferred**
Understanding of front end, middleware & backend
**Preferred**
Understanding of BI (Tableau & PowerBI) that will help creating reporting
**Preferred**
Understanding Monitoring tools for Servers
**Preferred**
Process and Quality Management experience for a US Telecom Process
**Preferred
