Alumni programme Resource requirement

o Help resolve technical and process related questions for the customer efficiently and effectively.

o Gather the required information necessary to best handle customer inquiries by coordinating with HR, IT and Communications points of contact and escalate when appropriate.

o Manage customer expectations regarding estimated response times for issue resolution.

o Resolving the issues through Phone, chat and email communication channels.

o Meet SLAs like response and resolution times.

o Extensively research and document customer technical issues.

o Own customer issues from initial report to resolution, communicating with customers regularly regarding issue status.

o Document solutions for knowledge-base and bring in efficiency where required.

o Handle Alumni LinkedIn page by reviewing requests, checking their profiles for PwC tenure, and adding them/removing them from the group.

o Upload content on the Alumni Hub portal that is shared by the Alumni team.

o Implementation of WhatsApp for business by handling queries and offering resolutions via mobile through -- WhatsApp for Business/calls/messages

o A mobile number which would be used solely for PwC India Alumni programme purposes for calling, SMS, etc.

o A steady internet connectivity/data plan and a mobile phone which would use WhatsApp as a means for communicating/answering queries from PwC Alums

o An Excel sheet which we would provide where all the inputs received via WhatsApp, calls or SMS would need to be documented in an Excel -- in a specific format that we would share... e.g. Name, Query, Response, Format of Query, follow up query, time the alum called, time taken to resolve, which team was the query related to, etc.

o Updates daily in the sheet. This data will need to be recorded to ensure that the authenticity and integrity of the data is maintained which we can further use to strengthen our programme.