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Customer Service Representative
2-4 years
Bangalore / Bengaluru
1 vacancy
Customer Service Representative
NI India
posted 18hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
In this Role, Your Responsibilities Will Be:
- Handle/process customer orders, product returns, quotations, inbound and outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities.
- Understand and interact with a variety of NI departments, processes, and applications to support customer needs to drive velocity and remove roadblocks.
- Support sales opportunity management cycle for customers by fulfilling operational requests.
- Provide differentiated operational support through NI s business model (Tiering) throughout the sales and post-sales cycle.
- Provide optimal customer experience (internal and external) by following internal processes and standard operating procedures consistently and accurately using tools like Oracle, SFDC, Outlook, and other internal business applications.
- Timely follow-up with customers on pending actions to support their needs through multiple phone, email, and chat channels.
- Support standard and non-standard customer inquiries regarding order process creation or modification, supply chain implications, or other information regarding their accounts through phone, email, or chat.
- Create and handle customer data records to ensure accurate data integrity of our customer records.
- Drive blocking issue and continuous improvement for Customer Operations organization.
- Handle post-booking activities such as providing order status/follow-up until resolution, TC review, Acceptance, Logistics arrangement, customer follow-up, etc.
- Mentor other team members when needed, to ensure the good practices are well-circulated within the team.
You promote high visibility of shared contributions to goals. You quickly and significantly take action in constantly evolving, unexpected situations. You actively seek input from pertinent sources to make timely and well-informed decisions. You handle the risk that comes with moving forward when the outcome is not certain.
- Meet critical metrics to ensure consistent customer experience across all channels.
- Portray a high level of independence and able to make decision when performing operational tasks
- Partner with various teams and functions to deliver a customer-effortless experience.
- Influence customers during the buying process and become a trusted advisor to enable our self-service and digital channels.
- Coordinate activities within a team/project
- Bachelor s degree or equivalent experience, or relevant customer service experience.
- Preferred: Understanding of KCS methodology or other knowledge management methodologies
- Minimum of 2-4 years of experience in Share Service Centers.
- Ability to work Full-time, but flexible, 8 hours between department hours of 6 am to 7 pm Monday-Friday. Availability to work overtime as business needs require.
- Sophisticated English level to ensure excellent reading, writing, and verbal communication skills. (B2+)
- Able to connect with customers regarding their product orders, service, and other customer inquiries about their transactions.
- Strong customer service demeanor, positive outlook, excellent work ethic and strive to succeed.
- Ability to take ownership of customer needs and demonstrate initiative and decision-making.
- Demonstrates skills for learning new business applications and enterprise software. Oracle and SFDC application experience is a plus.
By joining Emerson, you will be given the opportunity to make a difference through the work you do.
Emersons compensation and benefits programs are designed to be competitive within the industry and local labor markets. We also offer a comprehensive medical and insurance coverage to meet the needs .
We attract, develop, and retain exceptional people in an inclusive environment, where all employees can reach their greatest potential. We are dedicated to the ongoing development of our employees because we know that it is important to our success as a global company.
We have established our Remote Work Policy for eligible roles to promote Work-Life Balance through a hybrid work set up where our team members can take advantage of working both from home and at the office.
Safety is paramount to us, and we are relentless in our pursuit to provide a Safe Working Environment across our global network and facilities.
Through our benefits, development opportunities, and an inclusive and safe work environment, we aim to create an organization our people are proud to represent.
Our Commitment to Diversity, Equity & Inclusion
At Emerson, we are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspires innovation and brings the best solutions to our customers.
This philosophy is fundamental to living our company s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity & Inclusion at Emerson .
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Employment Type: Full Time, Permanent
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