Job Description

5 days working from Office, Gurgaon Cabs facility both side for hiring zone areas. Rotational Shift including night shift. This is a Full time 1 year contract role which can be convert into Permanent depend on Performance SAP/SuccessFactors knowledge will be preferred. Customer Support Solve technical issues for customers on SAP Learning, the Training Shop and the CertificationHub Communicate clearly, professionally and proactively with customers via ticketing channel Manage customer escalations Collaborate with fellow service & support colleagues and other internal organizations globally to provide superior customer service Take ownership of technical issues and drive to resolution Continuously improve service and support processes to increase efficiency Drive and manage projects with other support colleagues Create root cause analysis of reported incidents for our stakeholders Run reports on learning usage triggered through customer service requests Deliver on-demand reports to our customers based on their individual needs Provide qualitative feedback to (technical) product management for improvements of platforms, tools & processes Ensure GDPR compliance for global operations processes Desired Candidate Profile 2-4 years of experience in BPO/Call Centre environment with a focus on international voice processes (blended). Bachelor's degree in Any Technical Specialization (BCA/B.Tech/B.E.). Professional experience in customer engagement Experience in escalation management Strong communication skills with excellent verbal and written English proficiency. Ability to work rotational shifts including night shifts.