Job Description

Team Lead/ Team ManagerQualification: Any Graduate exclusion BE/BTech/MCAFor CPU/nBachelors degree or equivalent experience should have completed at least 2 years Telstra/n Bachelors degree or equivalent experience should have 6months+ rellevant experience

• Responsibility:Business / Customer/nArticulate/communicate in a manner that is understood by clients/end users/nConnect with the customer through various channels including chat support/nEffectively communicate information on products/services and/or trouble shoot issues within the specified time frames as agreed upon with the client in a manner that is understandable by the end user/customer/nCreate verify and upload stock keeping units into the ERP Project/Process/nLearn & Follow the documented project guidelines as applicable/nProvides status updates to Clients or their designees on matters previously reported.

• /nDocument & Track each transaction in the CRM/Application as per the process guidelines/nRecord/Logging relevant details regarding Events in Customers service management tool and as applicable assigning categorization and prioritization codes/nMake initial assessments of Events to determine whether they can be answered or resolved by the applicable Process owners of the IT Service Desk & transfer responsibility for resolution to the respective Process owners of other Processes for the remainder/nManage the lifecycle of Events & communicate with Clients regarding the Events regardless of whether the actions in response to such Events are performed by the applicable Process owners of the IT Service Desk or other Processes/nCoordinates with vendors assigned to resolve Events/nObtain Client feedback regarding the performance of IT services via appropriate and applicable means/nDevelop and produce comprehensive periodic management information packages regarding the delivery of IT services to Clients including/naThe various operations of the IT Service Desk call statistics call durations call abandonment assistance resolution rate/nbObservations regarding IT service delivery and recommendations for improvement/nFollow the rules&regulations of the hiring organization & the Customer/nEnsure 100% Customer Satisfaction Score & FCR Fist Call Resolutionon the calls handled wherever applicable/nSupport the team in meeting & Exceeding the agreed SLAs with the customer/nVSG supports co ordination of vendor dispatch for IT related equipment failures/nSupport break fixes for stores/nCovers lighting locks electricity plumbing scale and HVAC/nCreate work orders and manage complete work order life cycle/nProvides the ability for Clients to aSubmit Events including complaints regarding the quality of IT services egnon functioning hardware system access needs other issues with hardware or software and other inquiries regarding hardware software and IT services/nbSubmit orders for items within either the Service Catalog egIMACs or other applicable mechanisms/nCollects information from the applicable Process owners regarding resolution status and other activities that may impact or have already impacted Clients/nHandles voice email and web forms of transactions as listed below a inbound calls on customer complaintsb Customer Service emails from the end customer and store employees/ncL1 call originating from customersd/nCalls related to password resets POS Issues under access provisioning release of stuck scripts and HW/SW issues/nTax management/nDigital Menu Board configuration/nPOS screens/nPost sales reporting Please confirm if these are domain/account specific requirement For CPU/nAdhere to daily schedule by being available to take inbound calls as scheduled/nAnswer inbound calls from shareholders and prospective shareholders Promptly respond to clients telephone inquiries and ensure that their needs are met with accuracy and professionalism/nEnsure account verification procedures are followed/nAdhere to CPU call handling requirements while interacting with customers /nRespond to specific account and procedural information requests including balances closing prices portfolio performance and quotes/nListen actively and probe to determine client needs/nActively resolve client issues/nMaintain shareholder accounts on the appropriate systems/n Escalate issues when necessary/n Keep management team informed of client feedback/nMake outbound follow up calls to shareholders in response to issues which cannot be resolved point of call /nMaintain an understanding of the systems required to initiate shareholder transaction and maintenance requests/nRemain up to date regarding Stock Transfer products services and systems/nMaintain working knowledge of client products that CPU supports /nMaintain working knowledge of CPU policies and procedures /n Complete extensive on going training to maintain competency in financial markets and instruments/nPeople /nAlign individual goals with team objectives work cohesively with the team/nRecord attendance and time sheet related data/nAct as a buddy for New Hires/nContribute to and participate proactively in knowledge sharing sessions/nConduct peer reviews and refresher training /nCollate team performance data for reporting purposes as and when requested by Process and Team Lead.

• MS Excel

• Display Advertising

• Search Campaign Mgmt-SE0-SEM

Cognizant