Customer Contact Comms Associate

Skill required: Omnichannel - Customer Service


Designation: Customer Contact Comms Associate


Qualifications:Any Graduation


Years of Experience:1 to 3 years


What would you do?
The Client Service associate is responsible for managing an assigned set of clients. They own, drive, and manage several processes spanning the client/Customer lifecycle. They are the primary point of contact for clients , providing exemplary customer service. They are the liaison between the customer and client internal groups and will drive client issues to resolution. They also support internal teams, primarily sales and operations, and is responsible for ensuring the sales organization is free from non-sales related client support activities. Client satisfaction, both external and internal, is paramount to the success of the Client Services.Candidate who is good in email and chat process, who is good in typing is what is preferred hereCustomer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.


What are we looking for?

Minimum of 2 years experience in customer service and/or account management (high tech industry preferred)

Outstanding customer service and interpersonal skills â"” ability to professionally communicate and interact across all levels of internal and external client organizations Excellent project management and multitasking skills required

Must possess strong computer skills and highly experienced with the Microsoft Office suite Strong analytical and problem-solving skills required

Ability to plan, organize, and execute independently with minimal supervision

Ability to work and adapt in a fast paced and rapidly changing environment

Experience with complex business processes

Excellent English written and oral communications skills Relationship building skills

Experience with customer support and/or customer relationship management systems (e.g. Sales Force.com, Clarify, Remedy, Siebel, Oracle, etc.)

Knowledge and experience with telecom circuit ordering and provisioning desired

Knowledge of Internet, hosting, network and telecommunications services industries desired Demonstrate strong leadership skills

Roles and Responsibilities:

Serve as primary point of contact for pre and post-sales support to internal and external clients for a broad set of account and support related activities

Serve as the client s advocate

Field and own client requests for post initial install (PI ) services to existing contracts. Manage these Plls from point of client request to implementation of services.

Manage and own coordination of activities with client and operations from opportunity through receipt of signed order, implementation and billing

Manage and own resolution of cross-functional issues impeding client s and/or Operations ability to install and implement services

Manage projects, research options, set proper expectations, execute thorough planning and effectively deliver solutions within set timeframes

Maintain contact with clients to understand evolving service and support requirements and to develop relationships Drive process and policy change on client s behalf

Coordinate and manage select client quarterly business reviews

Educate and orient customer to client policies, procedures, and customer portal

Support Sales Organization in select presales tasks

Responsible for meeting or exceeding stated key performance objectives including client satisfaction, sales satisfaction, operations satisfaction, and a number of task related metrics Develop and build relationships with cross-functional teams

Maintain strong and current product and process knowledge


Qualifications
Any Graduation