IS Consumer Care Specialist

Overview

As an IS Customer Care Specialist for India, Middle East and Africa, you are the primary face of IS for business users, delivering a high-quality, customer-first service experience and acting as a trusted partner to the business.

What you'll do

• Act as the seamless customer interface for CX towards Business and IS services stakeholders (SPOCs).
• Ensure consistent delivery of high-quality support across in-person and virtual channels within CX.
• Monitor service queues, response times, escalations, and service-level performance; coordinate complex tickets.
• Report in regular feedback sessions to key stakeholders.
• Act as SPOC for countries on Request Fulfillment and as the escalation point for customers and consumers for CX.
• Build strong consumer relationships and increase visibility of Customer Care services through communications, training and brand awareness initiatives.
• Work with Voice of the Consumer (VoC) counterparts for each function and use insights to drive overall experience improvement.
• Partner with UX to improve user experience across CX Consumer Support, CX Workplace Services, CX Architecture and Consumer Insights, and market tailored support services to business, countries and sites.
• Capture feedback, needs and new requirements and actively look for service improvements from various sources and stakeholders, such as VoC.
• Use service data and trends to drive proactive service improvement and data-driven insights.
• Collaborate closely with internal delivery teams to ensure aligned consumer experience and seamless service delivery.
• Oversee service delivery performance and align IT services with business needs.
• Introduce and support new services such as IS@yrdesk, printing services, and modern conference room solutions.

What you'll need

• Minimum of 10 years' experience in enterprise end-user or customer support roles.
• Strong sense of ownership, accountability, and customer focus.
• Ability to work independently while contributing positively to a collaborative team environment.
• Experience thriving in a fast-paced, service-driven organization.
• Strong analytical, problem-solving, and communication skills.
• Proficient in Microsoft Office tools.
• Fluent in English.

Nice to have

• Bachelor's degree in Information Systems or a related field.

Details

• Hybrid work model: 4 days working from office.
• Reports to: IS Consumer Care Regional Manager IMEA.
• Location: Bangalore, Karnataka, India.