Job Title: Customer Service Representative

Experience: 2 - 5 Years

Location : Bangalore

Job Description:

As a Customer Service Agent you will provide Semi Technical Customer Support and Customers, resolve customer inquiries, questions, complaints with the highest degree of courtesy and professionalism utilizing all available resources. Offer alternate solutions when appropriate by effectively adhering to the defined to Policy and Process guidelines

Responsibilities

Provide best-in-class customer service and problem resolution to customer queries via Phone, email and chat

Create new accounts/ add new users to existing accounts, updating the necessary changes in Entitlement Database.

Review and resolve customer issues related to account administration, contract entitlements, product registration, web-based support access, etc. by adhering to Policy and Procedures

Ensure created account flows through all customer database interfaces, failing which involve appropriate co-work groups for assistance.

Salesforce Open case in for every new incident/request reported by the customer.

Route technical customer problems (phone calls, chats, web cases) to the Technical Support Teams by creating a support ticket

Ensure all cases are updated on a daily bases, set appropriate case status with clear documentation

To ensure adherence of all case management rules which will help in the right and a quicker resolution and hence maintain a manageable backlog.

Document every interaction with the customer

Required to render all deliverables within the agreed SLA parameters.

Confirm customer understanding of the solution and provide additional customer education as needed.

Maintain, achieve and exceed performance expectation includes Customer Satisfaction, Backlog along with all other metrics as listed in the KPI Index.

General Skills:

Excellent written & verbal communication skills

Excellent inter-personal and teamwork skills

Should ensure high level of quality in process deliverables, proactive, Self-driven, hardworking, team-player with a good sense of humour

Should be open to work in any shift timing - night shifts or any other rotational work shifts including weekends

Candidate need to have International Voice Process Experience for least two years

Mandate to have UG Degree in any discipline

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