VIP Support SME

TCS is hiring for EUC Lead(VIP Support) role !Role : VIP Support SMELocation : NoidaExperience : 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

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