Customer Service Representative at HCL America Solutions

Job Description Overview

• To adhere to quality standards, regulatory requirements, and company policies.
• To ensure positive customer experience and CSAT through first call resolution and proper escalation of complaints, Adverse Events, and submission of appropriate help desk tickets.
• Handles needs of customer via phone, chat, email, and SM in accordance with program standards.
• Independently resolve issues within scope at time of interaction.
• Participate in knowledge updates/fresher training, coaching plans, and roundtables.