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