Hiring Customer Support Representative_Night Shift
- Vserve
- 1 - 6 years
- Coimbatore
- 3 months ago
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Job Description
Job Role: Process Associate Customer Service Representative (CSR)
Week offs: Saturday and Sunday
Location: Coimbatore,
Company Overview:
Vserve Ebusiness Solution is a leading ISO 27001:2013 certified provider of e-commerce solutions and product catalog management services. We offer comprehensive industry-specific solutions and strive to help enterprises transform and grow in the ever-changing world of technology. Our customer-centric approach ensures that we deliver sustainable solutions and strategies tailored to meet our clients needs.
Job Overview:
We are seeking a detail-oriented and motivated individual to join our team. The ideal candidate should possess a basic understanding of SAP transaction codes (T-Codes), proficiency in order management processes, and effective communication skills for vendor correspondence. This role will play a crucial part in ensuring seamless order processing, resolving past-due issues, and maintaining positive relationships with customers.
Mandatory Skils:
- Excellent English Communication
- Previous work experience with US Customer Support/ Customer Service.
- Flexible to work in night shifts
- Hands on experiene in US Inbound/ Outboutbound calls, chat or email support.
Responsibilities:
- Utilize SAP transaction codes to process orders accurately and efficiently.
- Enter and update customer orders in the SAP system via phone and email requests, ensuring timely and accurate data entry through necessary communication.
- Monitor order shipments using ADSI software and carrier websites.
- Manage document requests including invoices, credits, debits, packing slips, order confirmations, and proof of delivery.
- Provide customers and sales representatives with an update on orders, quotes, returns, product audits, credit, and invoice rebill statuses.
- Inform customers and sales representatives about the progress of open items such as quote and order processing, product audits, and line routes.
- Supply customers and sales representatives with essential account balance details regarding invoices awaiting payment.
- Handle credit and debit memo requests per departmental policies.
- Assist in resolving transactional discrepancies and addressing customer complaints to achieve resolution.
- Recognize minor discrepancies in shipment delivery dates, product pricing, and quantities, and research to furnish proof of delivery upon request.
- Respond to typical product inquiries as the initial point of contact. May be tasked with handling customer credit card payments.
- Manage and resolve at least 40 calls daily within an inbound call center setting, engaging with sales representatives, customers, and various internal departments.
- Attend and actively participate in departmental training sessions and communication meetings.
- Promptly brings concerns and intricate issues to the attention of the leadership team.
- Sustain consistent performance levels in adherence to established KPIs concerning phone and system usage, while also upholding the quality of work to acceptable standards.
Qualifications and Skills:
- A basic understanding of SAP transaction codes (Tcodes) related to order management processes is an added advantage.
- Excellent communication skills, both written and verbal, with an ability to interact professionally with vendors and internal teams.
- Strong organizational skills and attention to detail, particularly in tracking and managing order related data.
- Problem-solving mindset, capable of identifying issues and implementing effective solutions.
- Prior experience in order management, vendor communication, or a related field is preferred.
- Ability to work independently and collaborate within a team-oriented environment.
- High level of reliability and integrity in handling sensitive vendor information.
- Adaptability to evolving processes and a willingness to learn new systems and tools.
Education and Certification:
- Basic Degree Experience/degree related to Supply Chain Management is a plus.
- Reporting: Night shift from 6:00 PM to 3:00 AM / 06:30 pm to 03:30 am.
- During daylight saving: 07:00 pm to 04:00 am / 07:30 pm to 04:30 am (Shift timing may vary based on project requirements)
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Customer Retention - Voice / BlendedEmployement Type: Full timeContact Details:
Company: VserveLocation(s): Coimbatore
Keyskills: Us Voice Process US Process Customer Support Customer Service International Voice Process International BPO
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