Senior Technical Recruiter at Collabera Technologies Pvt. Ltd.
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Customer Service Specialist - IT (3-6 yrs)
Job Title: Assoc. Customer Service Specialist
Location: EON, Pune, India
Primary Responsibilities:
- Manage customer/partner relationships on a transactional basis in the Shared Service Center in Pune
- Key Contributor to order management Process Management Team ensuring that the incoming transactions are validated and booked in the systems
- Participate in cross-functional initiatives providing specific insights regarding Order Management
- Work with Subject Matter Experts in the Centers of Excellence for process improvements
- Quickly respond to customer calls, web cases, emails and chats - deliver a high level of service and provide prompt resolution to ensure customer satisfaction
- Develop an understanding of Symantec's End-to-End business models
- Resolve complex issues using critical thinking to draw conclusions from incomplete information
- Provides customer support at a specialist level, acting as the "knowledge base" of information across the Order Management functions
- Drive and obtain support for Order Management process improvements
- Utilize reporting and analysis to identify potential opportunities for improved ease of doing business and/or operational efficiency
- Work across departmental lines to provide solutions that mutually benefit both Symantec and Partner/Customer/Stakeholders
- Strive to impress customers with exceptional service and continually search for ways to improve processes and deliver additional value to the customer, thereby driving customer loyalty
- Facilitate a positive and productive team environment - leverage collaboration as a tool to solve business and customer problems
Competencies and Skills:
- Excellent interpersonal skills, able to interact well with internal and external customers
- Very strong focus on quality with attention to detail
- Creative problem solver. Able to troubleshoot system and process issues
- Excellent customer service skills
- Excellent communication skills - written/verbal/presentation
- Demonstrated experience in fast paced environment
- Adaptable and flexible
- Excellent knowledge of Microsoft (MS) Office
- Flexibility to work in shifts to align with global teams as needed
- Must be able to work overtime during business critical periods
- May need to attend global conference calls outside of core business hours
Eligibility:
- BS/BA degree, applicable certification or equivalent related experience required
- Minimum of 2 years Customer Service experience (or equivalent experience Software Industry experience preferred with international experiences a plus)
- Experience in managing medium size projects and complex processes requiring policy enforcement and implementing business changes
- Knowledge of SFDC and Oracle R12, 11i ERP platforms
- Excellent knowledge of excel and MS Office
- Experience in process mapping
- Experience in compiling and presenting reports as well as analyzing and identifying trends
- Experience of working with and delivering results to key stakeholders
- Proven ownership in managing and resolving escalations
- Demonstrated experience in process improvement and change management
- Excellent business communication skills (spoken and written)
- Advanced problem solving/troubleshooting skills
- Ability to explain complex ideas in simple terms
- Proficiency in Microsoft Office Suite
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