Customer Support Representative

• Educational Qualification: Any Graduate
• Work Experience (years): 1-3 years
• Fixed annual CTC: 3.5 - 4.5 Lpa
• Variable Compensation: 1 month CTC
• Reporting to: AVP - Sales
• Number of reportees: NA

Purpose and Value Proposition of the Role

Purpose of this particular role

A Customer Service Representative role entails supporting the sales team in attaining monthly and annual target of 125 cr throughput by:

●        Ensuring quotations are made to satisfaction of sales team and are submitted to the customers on time

●        Proactively work with Cross functional team to eliminate hurdles that slows down the sales progress

●        Ensuring on time project completion for the sales team.

●        Create a Wow experience for New & existing Customers  through effective communication by delivering the required (QVC) Quality, velocity & Cost effective solution.

●        Effective communication with the new and existing Customers

●        Resolves all complex inquiries from the customers with support from other departments

About Neptunus:

●        Across industries, current machinery maintenance practices lead to a lot of wasted time, money, effort and resources. Neptunus’ mission is to Change the Way Maintenance is done in Industry.

●        By bringing in cutting-edge technology into maintenance, we shall give our Customers higher reliability and uptime of their assets, help them contribute to environmental sustainability, save money in their operations and get higher peace of mind.

●        We work in the energy sector with a focus on engines and propulsion systems in Marine, Oil & Gas, Defence, Industrial Power Plants in Asia, Middle East, Africa and Europe.

What will you get by working at Neptunus

●        Be part of our Vision to be a Great Service Brand and a Fulfilling Workplace

●        Great earning opportunities in terms of salaries and bonuses. If you are a higher performer, attractive wealth creation programs such as our Growth Driver Program and ESSOP programs.

●        Strong benefits such as hybrid working, loan policies, family insurance, Children’s Health Fund, free mental health support and exciting reward and recognition programs.

●        Opportunities to solve new challenges, learn new technologies, experience different cultures and develop yourself and grow.

●        If you are hungry, self-motivated and able to deliver excellence, you will certainly thrive and advance your career at Neptunus.

Key Results (What will I be accountable for?) and Activities (What will I do?):

Enabling Sales

• Understand the requirement of Sales and prepare proposals and quote within same day
• Send quotes to customers.
• Track projects as advised by Sales Head & prepare daily updates
• Getting Advance Payments for Customers so that Operations can start production
• Filing Tenders & Vendor registration

Delivering a wow experience to the customer

• Acknowledge customer queries (within an hour of receipt)
• Coordinate internally and deliver the right information so that Customer
• Ensure resolution of same (through the support of other departments) within 24 hours and communicate to Customer

Drive Customer Delight to 4.5 out of 5 across all Customers.

• Provide technical responses to queries, provide solutions based on Customer pains.
• Liaise with the sales team, technical lead, Operations team members and be the one point of contact for the Customer. Address customer inquiries and offer solutions based on their specific needs in collaboration with internal teams.
• Act as the primary point of contact and representative for customers, ensuring effective communication and relationship building.

Knowledge/Skills/Behaviors the Candidate Should Possess:

Knowledge (Functional and Non-Technical):

• 1-2 years of experience as a coordinator. –(M)
• 1 year of experience in the role of a sales coordinator. –(N)
• Good command over Excel, Word & Powerpoint. –(M)
• Experience of using CRM software. –(N)

Skills (Functional and Non-Technical):

• Should be well organized & have effective time management skill. –(M)
• Excellent communication skill (written & verbal). –(M)
• Can work well in a fast paced environment. –(M)
• Should have a strong follow up mechanism. –(M)
• Should be good at numbers. –(N)

Behaviors (Technical and Non-Technical):

• Proactive, Pays attention to detail. –(M)
• Should have a problem solving approach. –(M)
• Polite and persuasive. –(M)
• Should have an urgency mindset. –(M)
• Should have hunger to grow. –(M)
• Should be able to push people to close task (sort of a Go-getter). –(M)

Challenges of  the Role

●        Customers are always demanding quick resolution of their queries  and hence need to follow up departments aggressively to ensure timely response

●        Teams might have their own priorities and might not always entertain but essential to use the right escalation matrix to get things done

Key Linkages in the Role - Whom does the person work with - internal and external:

Internal:   1. .Sales Team, Accounts Team, Service Team, Commercial Team, MD office

External:  1. Customer & vendors