Senior Customer Operations & Support Engineer

Noida, Uttar Pradesh
Permanent
Full-time

15 days ago

Location: Noida Berger Tower, IndiaThales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.Present in India since 1953, Thales is headquartered in Noida, Uttar Pradesh, and has operational offices and sites spread across Bengaluru, Delhi, Gurugram, Hyderabad, Mumbai, Pune among others. Over 1800 employees are working with Thales and its joint ventures in India. Since the beginning, Thales has been playing an essential role in India’s growth story by sharing its technologies and expertise in Defence, Transport, Aerospace and Digital Identity and Security markets.Job Summary:We are seeking a dynamic and experienced Customer Relation Expert to join our Customer Operations & Support team. The primary mission of this role is to elevate the overall communication standards of the team, ensuring effective and professional interactions with customers. The ideal candidate will have a strong background in communication strategies, training, and a passion for enhancing customer experiences. Excelling at analyzing customer feedback, identifying areas for improvement, and implementing successful process enhancements. Committed to leveraging technology and data-driven insights to drive customer satisfaction and operational efficiency.Responsibilities:

Develop and implement communication strategies to improve the team's ability to convey information clearly and effectively to customers.
Create guidelines and best practices for written and verbal communication.
Design and deliver training programs focused on enhancing communication skills, including active listening, empathy, and conflict resolution.
Monitor and evaluate customer interactions to ensure adherence to communication standards.
Provide one-on-one coaching and mentoring to team members to help them improve their communication abilities.
Provide constructive feedback to team members based on reviews and customer feedback.
Develop templates, scripts, and other communication tools to support the team in delivering consistent and high-quality responses.
Analyze customer satisfaction data to identify areas for improvement in communication.
Implement initiatives to address identified gaps and enhance customer satisfaction.
Foster a culture of open communication and continuous improvement within the team.

Qualifications:

Bachelor's degree in Communications, Marketing, or Computer Sciences.
Proven experience in a communication or customer support role.
Excellent written and verbal communication skills.
Strong training and coaching abilities.
Proficiency in customer service software and tools.
Analytical skills to interpret customer feedback and performance metrics.
Ability to work collaboratively in a multicultural and international environment.

Preferred Skills:

Experience in a customer-facing role.
Empathy, adaptability and flexibility.
Knowledge of customer support best practices.
Familiarity with cloud services and communication analytics tools.

English proficiency, another languagesAt Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!

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