VIP Support SME

TCS is hiring for EUC Lead(VIP Support) role !

Role : VIP Support SME

Location : Noida

Experience : 8 - 10 years

• Provide personalized, high-quality technical support to VIP clients
• Act as the primary escalation point for complex or sensitive client issues
• Lead and manage a team of support specialists, ensuring consistent performance and service excellence
• Develop and implement processes to improve VIP support delivery and client satisfaction
• Collaborate with internal teams (e.g., product engineering, sales) to resolve client concerns effectively
• Monitor service metrics and client feedback to identify areas for improvement
• Maintain detailed documentation of VIP interactions, resolutions, and service history
• Stay current with product updates, industry trends, and emerging technologies to better serve VIP clients
• Ensure confidentiality and data protection in all client interactions
• Drive initiatives to enhance client retention and loyalty through proactive engagement
• Develop and maintain VIP support protocols and service-level agreements (SLAs)
• Conduct regular reviews and feedback sessions with VIP clients to understand evolving needs
• Identify opportunities for automation and process improvement in VIP support workflows
• Train team members on handling sensitive client interactions and maintaining discretion
• Ensure timely follow-ups and proactive communication with VIP clients
• Support onboarding and transition processes for new VIP clients
• Analyze trends in VIP support requests to anticipate future needs and recommend solutions
• Coordinate with senior leadership to align VIP support strategies with business goals