Senior Expert in Customer Experience

2 days ago


Dallas, Texas, United States HCL Technologies Full time
About HCL Technologies

HCL Technologies is a leading IT services company that delivers solutions for businesses across various industries.

Job Description

We are seeking a Senior Expert in Customer Experience to join our team. As a Senior Expert, you will be responsible for providing support for on-call escalations and conducting root cause analysis of given issues.

Key Responsibilities
  1. To independently resolve tickets within agreed SLA of ticket volume and time.
  2. To adhere to quality standards, regulatory requirements, and company policies.
  3. To work on value-adding activities such as knowledge base update & management, training freshers, coaching analysts.
  4. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
Requirements
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work independently with minimal supervision.
  • Knowledge of customer experience principles and practices.
Benefits

We offer a competitive salary range of $80,000 - $110,000 per year, depending on experience and location. Other benefits include comprehensive health insurance, retirement plan, and paid time off.



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