Job Title: Contact Center Support Associate
Job Type: Full Type
Minimum Qualification: 3 years of experience in contact center or customer service & support for large-scale organizations.
Location: Gurugram
Roles And Responsibility
- Act as a subject matter expert aligned with a Voice Partner.
- Collaborate with vendors and internal stakeholders to escalate and resolve on-ground customer queries.
- Document and track customer issues, resolutions, and interactions in the support ticketing system.
- Oversee governance of contact center metrics and lead daily reviews with partners.
- Work closely with auditors, Workforce Management (WFM), and training teams on performance management activities.
- Conduct regular call listening activities to gather insights into customer behavior and provide feedback to vendors.
- Ensure adherence to Service Level Agreements (SLAs) and quality standards.
Skills Required
- Strong Interpersonal Skills – Ability to build and maintain relationships with internal teams and external vendors.
- Customer Centricity – Focus on delivering exceptional customer service.
- Service Excellence – Consistently maintain high-quality standards in all customer interactions.
- Team Building Skills – Ability to collaborate and work effectively with internal and external stakeholders.
- Grievance Handling Skills – Capability to address and resolve customer complaints efficiently.
- Stakeholder Management – Expertise in managing relationships with vendors and internal teams.
- Coordination Skills – Proficient in coordinating with multiple teams for smooth operations.
Qualifications
- Bachelor’s degree in Commerce, Business Administration, or a related field.
- Minimum 3 years of experience in a Contact Center or Customer Service role within large-scale organizations.
- Desired: 5 years of experience in vendor management within the aviation industry, with knowledge of Global Distribution Systems (GDS).
- Excellent communication and interpersonal skills.
- Ability to thrive in a fast-paced, dynamic environment.
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