Senior Process Executive

Profile Summary:

The Customer Service advisor serves as a primary point of contact external and internal customers, end-users, and partners and distributors. The Customer Service Advisor handles all inbound and outbound requests from customers and helps in addressing these requests.

Roles and Responsibilities

• Handles inbound customer inquiries in a 24/7 environment via CHAT, PHONE and EMAIL while adhering to established Service Level Agreements and Key Performance Indicators.
• Shifts are on rotational basis mainly during American business hours
• Needs to handle all interactions using excellent problem-solving skills by accurately diagnosing the issue with the pre-defined knowledge base and possess excellent customer handling skills.
• Work on keeping minimal to Zero backlogs and provide superior customer experience and first day resolution
• Proactively provide all the relevant information on the enquired product and explain the features, advantages, and benefits with the accurate technical specifications.
• Initiate required action for issue resolution and communicate to the appropriate personnel including outbound calls for quicker resolution
• Contributes to knowledge management system in the form of updating or creating policies and procedures

Competency and Behaviors:

• Excellent customer service attitude and the ability to interact with customers in a professional manner with deductive reasoning skills
• Strong verbal and written communication skills as well as excellent listening skills
• Flexible and adaptable to the ever-changing environment. Ability to work in US zone is essential
• Problem solving techniques and achievement orientation
• Work effectively in a team environment and collaborate cross-functionally
• Ability to analyze information and evaluate results to resolve problems
• The ability to perform preliminary technical troubleshooting and communicate general technical details and instructions.
• Excellent organizational skills with the ability to prioritize, organize, and accomplish tasks

Shifts: (24*7/Rotational week off).