Senior Customer Operations & Support Engineer
- Thales
- 2 - 7 years
- Noida, Gurugram
- 4 months ago
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Job Description
Location: Noida Berger Tower, India Job Summary:
We are seeking a dynamic and experienced Customer Relation Expert to join our Customer Operations & Support team. The primary mission of this role is to elevate the overall communication standards of the team, ensuring effective and professional interactions with customers. The ideal candidate will have a strong background in communication strategies, training, and a passion for enhancing customer experiences. Excelling at analyzing customer feedback, identifying areas for improvement, and implementing successful process enhancements. Committed to leveraging technology and data-driven insights to drive customer satisfaction and operational efficiency.
Responsibilities:
- Develop and implement communication strategies to improve the teams ability to convey information clearly and effectively to customers.
- Create guidelines and best practices for written and verbal communication.
- Design and deliver training programs focused on enhancing communication skills, including active listening, empathy, and conflict resolution.
- Monitor and evaluate customer interactions to ensure adherence to communication standards.
- Provide one-on-one coaching and mentoring to team members to help them improve their communication abilities.
- Provide constructive feedback to team members based on reviews and customer feedback.
- Develop templates, scripts, and other communication tools to support the team in delivering consistent and high-quality responses.
- Analyze customer satisfaction data to identify areas for improvement in communication.
- Implement initiatives to address identified gaps and enhance customer satisfaction.
- Foster a culture of open communication and continuous improvement within the team.
Qualifications:
- Bachelors degree in Communications, Marketing, or Computer Sciences.
- Proven experience in a communication or customer support role.
- Excellent written and verbal communication skills.
- Strong training and coaching abilities.
- Proficiency in customer service software and tools.
- Analytical skills to interpret customer feedback and performance metrics.
- Ability to work collaboratively in a multicultural and international environment.
Preferred Skills:
- Experience in a customer-facing role.
- Empathy, adaptability and flexibility.
- Knowledge of customer support best practices.
- Familiarity with cloud services and communication analytics tools.
English proficiency, another languages
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: ThalesLocation(s): Noida, Gurugram+ View Contact
Keyskills: HP data protector Aerospace Conflict resolution Customer satisfaction Customer support Customer service Continuous improvement Operations Analytics Identity management
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