Client Service Representative @ HR Search India

It is for 11 months on a contractual basis
JD:-

Job Role:
Manage client accountsbe responsible for overall workflow to complete services for assigned clients. Provide consultations, as needed, to address clients gemological inquiries that are routine but less technical in nature
Essential Duties:
Influence production and shipping schedules when there are delays/issues
Resolve routine problems (e.g. delays ,mistakes) by troubleshooting, determining root cause and identifying the most appropriate response (coordinates with others to expedite solutions as needed)
Coordinate with other departments to resolve issues to ensure client satisfaction
Handle intake window as needed
Perform other duties as assigned by the supervisor or as per business needs
Monitor client accounts to ensure services are completed in a timely manner
Work directly with clients to handle queries, add/change services, arrange shipments, and provide report results, billing information and service information as necessary
Escalate client concerns to the appropriate person who can help resolve production, scheduling, shipping or invoicing problems
Perform other duties as assigned by the supervisor
Sound knowledge of key GIA people and their roles in production functions Proficiency in functional department Standard Operating Procedures Proficiency in Lab production workflows
Thorough understanding of GIA policies and procedures
Ability to apply specialized knowledge of the diamond grading and/or gemology function
Solid problem-solving abilities: identify problems and fix or escalate as required; fact finding to determine the best approach to solve the problems; learn to apply basic analytical thinking to clarify issues
Communication skills: Strong communication skills to answer clients clearly; ability to write routine reports and correspondence
Client-service skills: Solid skills to retain clients by handling client queries and complaints in a helpful and professional manner
Interpersonal skills: Create positive interactions with clients; client orientation and ability to adapt/respond to different types of situations and characters
Patience: Always maintain a professional image; be polite and have good amount of stress tolerance, especially when interacting with difficult or irate clients
Motivated/take initiative: Identify opportunities for improvements in processes or efficiencies and new approaches for existing processes and communicate these observations to management; cross-trained in other functions/areas
Actively communicate with others in a timely & professional manner; maintain positive and collaborative working relationship with others and peers and reconcile difference of opinions with others and peers