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Undergraduate Trainee - Customer Service Experience (Unified Support)

Clevest Solutions

Clevest Solutions

Customer Service
Colombo, Sri Lanka
Posted on Tuesday, June 11, 2024

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

The Role:

Working in the Customer Service Experience Team, and as part of the wider Fulfilment Customer Office team in Unified Support, you’ll have exciting opportunities to utilize and develop your skillset whilst contributing to the growth and success of our team and IFS as a whole.

The Customer Service Experience Team plays a central role in driving improvements in the customer service experience delivered by Unified Support and supporting service delivery through Knowledge Management, Business Intelligence and Community Management.

With close support from a mentor, you will gain hands-on experience of a variety of subjects including customer experience, reporting, knowledge management, community management and AI. As well as exposure to tools such as SharePoint, Power BI and ServiceNow.

Duties & Responsibilities:

Your responsibilities will span a diverse range of tasks, including but not limited to assisting in:

  • Management of Voice of the Customer feedback including the loop being closed with the customer and the identification of improvements opportunities
  • Implementation of service improvements in ServiceNow based on customer feedback
  • Knowledge Management in ServiceNow
  • IFS Community Management
  • Creation of business intelligence in ServiceNow and PowerBI
  • Continuous improvement of AI use within Unified Support

Personal attributes:

  • Self-motivated with a positive outlook and “can do” attitude
  • Clear and effective communicator, both verbally and in writing
  • Capable of gathering and interpreting data
  • Creative thinker with presentation skills
  • Proactive problem-solver, passionate about finding solutions and adapting to challenges
  • Ability to think critically to make informed decisions based on data and evidence
  • Quick to adapt to changing environments and priorities
  • Efficient at managing time and workload

Qualifications

  • A foundational understanding of key business functions and their respective priorities, such as sales, commercial operations, consulting, support, etc
  • An awareness or interest in customer experience practices
  • An understanding of ITIL principles would be beneficial
  • Proficiency in fundamental computer skills, encompassing familiarity with Microsoft Office Suite and basic software applications
  • Strong command of written and verbal English
  • Working towards a degree in Business, Management or an IT related subject or equivalent

Additional Information

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.