Total 4 Customer Service job vacancies in Gurugram

Roles & Responsibilities -:

• Handling proactive escalations & pending customer complaints for all the LOBs - Flights, Trains, Buses, Hotels and offering quick resolutions.
• Working on backend processes such as airline cancellation, refunds and re-issuances.
• Collaborating with cross-functional teams to raise recurring issues and follow up for fixes. 
• Working closely with the airline partners & sharing feedback on ongoing issues at the providers’ end.
• Being a part of process pilots, experiments and new projects that provide insights to all cross-functions.
• Monitoring NPS and working toward improving it in coordination with process owners.

The Role

In this position as IT support specialist, your work goes beyond fixing hardware and software issues. You will be an integral part of the 1st level support team but with additional responsibility for processes, documentation and administration. You will help the team make sure that we do not only solve issues but we keep good order, assure quality and have proper documentation. 

Your Profile

Optimally you have several years of experience in technical support in a midsize organization and an ambition to develop into process development and administration for internal IT functions. You need to have a profound understanding of technology, be naturally service minded, have a high attention to detail and strong interest in developing the way we do things and making ends meet in terms of documentation and department administration. 

The Team

The IT Support team at Cint is a globally distributed, fast-paced group dedicated to providing seamless technology experiences. We are the backbone that enables our global employees to work securely and efficiently either they are in our offices, at home or traveling. We challenge the status quo by always looking for how we can make our service offering smarter, faster and give more value for our users. 

What You’ll Do

• Global Technical Support: Provide 1st line support for Windows, Mac, and Network issues across CST, EMEA, and APAC shifts, ensuring we fix the issues timely.

• Provisioning and Deprovisioning of Accounts and devices: Manage the user lifecycle by comfortably provisioning and deprovisioning accounts and devices.

• SOP & Knowledge Management: Lead the creation, updates, and maintenance of Standard Operating Procedures (SOPs) and "How-To" guides in Confluence to ensure a unified technical truth for the organization.

• Operational Quality Assurance: Perform weekly QA audits on team tickets and processes to identify gaps, technical debt, and opportunities for system-wide improvements.

• Policy & Project Participation: Contribute to strategic IT initiatives, such as drafting policies for "Free software tools” to enhance our global security posture.

**Responsibilities:**

• Serve as the primary Quality Management representative for the plant in all customer interactions throughout pre-launch, launch, and series production phases.
• Ensure comprehensive understanding and execution of customer quality requirements across all plant operations, acting as the single point of contact for all quality-related communications with the customer.
• Evaluate and implement customer-specific quality requirements, including planning and tracking re-qualification activities and conducting product audits. Perform self-assessments against established customer standards.
• Manage the PPAP (Production Part Approval Process) for both external and internal customer serial product releases, ensuring full compliance and timely documentation.
• Maintain all customer communications through designated portals, including PPAP submissions, claim reports, and quality certificates.
• Conduct customer interface management during facility visits, audits, Run@Rate assessments, and change management activities.
• Monitor and respond to customer performance ratings and scorecards, taking corrective action as required. - Manage quality alerts and escalations, leading crisis management initiatives including sorting actions and root cause analysis.
•  Support design and process change management activities, ensuring quality implications are thoroughly assessed. 
• Oversee warranty management and customer claims resolution using structured problem-solving methodologies (8D, A3). Provide technical analysis and implement corrective actions for production issues related to warranty returns. 
• Analyse customer warranty trend data and monitor warranty costs to identify systemic quality issues. - Maintain current P-FMEA documentation, Control Plans, and production line documentation including SPC cards. 
• Initiate and track resolution of component issues raised by customers, documenting quality lessons learned for continuous improvement.

We are seeking a skilled Business Analyst – ServiceNow to support and enhance enterprise ServiceNow implementations, with a strong focus on AIM/IAM frameworks, Information Security processes, and access management optimization. This role partners closely with engineering, DevOps, InfoSec, and business stakeholders to deliver scalable, compliant, and efficient solutions across the organization.

Key Responsibilities

• Act as a liaison between business stakeholders and technical teams to gather, analyze, and document requirements related to ServiceNow platforms.
• Leverage ServiceNow to optimize Access & Identity Management (AIM/IAM) frameworks and streamline Information Security (InfoSec) processes.
• Support initiatives across Identity Governance & Administration (IGA), Security Operations, and IT Service Management (ITSM).
• Translate business needs into clear functional requirements, user stories, process flows, and acceptance criteria.
• Collaborate with DevOps and cross-functional teams to ensure solutions are scalable, secure, and aligned with enterprise standards.
• Participate in solution design reviews to ensure compliance with security, audit, and regulatory requirements.
• Support testing, validation, and deployment activities, ensuring delivered solutions meet business expectations.
• Identify opportunities for process improvement and automation within ServiceNow.
• Provide ongoing support, documentation, and knowledge transfer to stakeholders and operational teams.