Manager- VIP & Enterprise Support

Job description

Roles and Responsibilities :

· Works on improvement of the end-to-end customer experience for a select group of Strategic Accounts across all their activities with Schneider Electric.

· VIP Executive is the single point of contact for any queries related to these Strategic Accounts and must be expert in customer experience.

· Ensures faster and effective resolutions to customer through frequent coordination and communication.

· Act as the customer advocates for the accounts assigned to preferred executives.

· Escalation point of contact for Internal and external stakeholders.

· Use tools and methods that enhance the overall experience of these Accounts.

· Support customers on Calls/Mails/Chat & other digital platforms & channels.

· Solving Technical Queries of customers related to Schneider Products

· Registering complaints of customers using bFS Salesforce (CRM) applications.

· Interacting with different stakeholders involved for the complaint resolution.

· Co-ordination with service planning and escalation team for faster resolution.

· End to end resolution of customer issues

· Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

· Willing to work in rotational shifts.

Qualifications and Education Requirements

· BE/BTech (Electrical and Electronics / Electronics and Communication)

· Languages: English, Hindi, and Kannada/Malayalam/Telugu/Tamil/Bengali

Required Skills

· Passion for handling customers issues.

· Extensive familiarity with Windows operating system.

· Product (Electrical/IT/Network) troubleshooting skills, both hardware and software will be an added advantage.

· Familiarity with Windows operating system.

· Expertise in Microsoft Outlook, Excel and (Optional- Salesforce)

· Good analytical skills.

· Outstanding written and verbal communication skills.

· Excellent leadership and interpersonal skills.

· Decision-making skills & Problem-solving skills.

Job Location – Bangalore/Mohali

Desired profile

Qualifications :

Qualifications and Education Requirements

· BE/BTech (Electrical and Electronics / Electronics and Communication)

· Product (Electrical/IT/Network) troubleshooting skills, both hardware and software will be an added advantage.