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    Job · 21866169

    Randstad Digital logo

    Customer Experience Agent - Tier 2

    Randstad Digital · Bengaluru · onsite · Posted 9d ago

    ₹6.0L - ₹7.0L PA3–8 yrsfulltimeSourced fromNaukri

    About a minute. You'll make an account on the way through.

    About this role

    Lead offshore operations team by managing Salesforce case triage, mentoring frontline agents, resolving escalations, and enhancing support workflows.

    Key Responsibilities

    Monitor and assign Salesforce cases, mentor Tier 1 agents, handle sensitive escalations, improve support processes, and collaborate with leadership for operational excellence.

    Requirements

    Salesforce Service Cloud, case routing, queue management, SLA tracking, Senior Agent role, Tier 2 support, Lead Customer Support, high-severity customer issue resolution, mentoring frontline agents, guiding and training agents, explaining complex processes, providing constructive feedback, case triage, analytical skills, prioritization, assignment decisions under pressure, written communication, verbal communication, customer interaction communication, internal team coaching communication, self-motivation, problem-solving initiative, working independently, fast-paced remote environment, Quality Assurance (QA) ticket auditing, agent performance evaluation, structured feedback delivery

    Sourced from naukri

    Skills

    guiding and training agentshigh-severity customer issue resolutionLead Customer Supportmentoring frontline agentsSenior Agent roleSla Trackingqueue managementreporting dashboardsService CloudTier 2 SupportOmnichannel workflowscase routing

    About Randstad Digital

    Randstad Digital logo

    Randstad Digital

    Recruitment

    Diemen

    NL

    ₹16.2L PA avg

    Avg at Randstad Digital

    ₹6L – ₹7L PA

    This role

    About

    Randstad Digital is a trusted digital enablement partner that facilitates the rapid transformation of businesses by providing global talent, production capabilities, and specialized solutions. Our services empower businesses to achieve their goals quickly and efficiently through our expertise in four key areas: - Customer experience (UX/UI) - Digital and product engineering - Data & analytics - Cloud transformation We offer three engagement models to our clients: - Talent services - Global talent centers - Managed solutions With a presence in over 20 markets, Randstad Digital connects you with skilled professionals around the world who align with your chosen technologies. Our local delivery teams are dedicated to understanding your business models and industry-specific requirements, ensuring seamless integration and impactful results. Randstad Digital was announced on August 30, 2023, under the umbrella of Randstad, the world’s largest talent company and a partner of choice for clients. About Our Parent Company, Randstad: Randstad was founded in 1960 and is headquartered in Diemen, the Netherlands. The company operates in 39 markets. In 2022, Randstad helped over 2 million people find fulfilling jobs and advised more than 230,000 clients on their talent needs. With an annual revenue of €27.6 billion, Randstad N.V. is listed on the Euronext Amsterdam. Our deep understanding of the labor market enables us to create high-quality, diverse, and agile workforces that drive success. Our 46,000 employees worldwide positively impact society by helping people realize their true potential throughout their working lives. For more information, visit www.randstaddigital.ro

    Industries

    Recruitment

    Employee ratings

    10 reviews

    3.2/ 5

    Culture

    2.1

    Career growth

    1.7

    Work-life

    2.3

    Employees rate it well for

    Compensation & Benefits35Work-Life Balance35

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