Customer Service Representative
- Sunil Kumar1 Hiring
- 0 to 5 Yrs
- Multi-City, India
- 5 years ago
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Job Description
We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!
What we're looking for:
The Customer Service advisor serves as a primary point of contact for Priya IT And HR Solutions external and internal customers, end-users, and Priya IT And HR Solutions partners and distributors. The Customer Service Advisor handles all inbound and outbound requests from these sources and provides assistance in addressing these requests. Inquires can include but are not limited to, product orders, billing, renewals, customer account maintenance, technical support entitlement, account access and product licensing.
Primary Duties / Responsibilities:
Handles inbound customer inquiries in a 24/7 environment via CHAT, PHONE and EMAIL while adhering to established Service Level Agreements and Key Performance Indicators. Shifts are on rotational basis mainly during American business hours
Needs to handle all interactions using excellent problem solving skills by accurately diagnosing the issue with the pre-defined knowledge base and possess excellent customer handling skills.
Troubleshoot issues related to account, entitlement, access and licenses and work with L2 teams to resolve issues faster
Work on keeping minimal to Zero backlogs and provide superior customer experience and first day resolution
Proactively provide all the relevant information on the enquired product and explain the features, advantages, and benefits with the accurate technical specifications.
Initiate required action for issue resolution and communicate to the appropriate personnel including outbound calls for quicker resolution
Contributes to knowledge management system in the form of updating or creating policies and procedures
Qualifications:
Excellent customer service attitude and the ability to interact with customers in a professional manner with deductive reasoning skills
Strong verbal and written communication skills as well as excellent listening skills
Flexible and adaptable to the ever-changing environment. Ability to work in American time zone is essential
Problem solving techniques and achievement orientation
Work effectively in a team environment and collaborate cross-functionally
Ability to analyze information and evaluate results to resolve problems
Excellent organizational skills with the ability to prioritize, organize, and accomplish tasks
Requirements (Education, Certification, Training, and Experience)
Bachelors Degree or equivalent Mandatory. Engineering/Technical Degree preferred
Mandatory 4+ years of Customer Service / Technical Support experience in a fast paced, high volume, multi-tasked environment
Working knowledge of Microsoft Windows and Office suites is mandatory
Experience with CRM systems (Salesforce, SAP, Oracle, People Soft etc.) preferred
Employement Category:
Employement Type: Full timeIndustry: Engineering / ConstructionRole Category: Operations Management / Process AnalysisFunctional Area: Not ApplicableRole/Responsibilies: Customer Service RepresentativeContact Details:
Company: Sunil Kumar1 HiringLocation(s): Multi-City, India
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