Executives

Location

Noida | India

Job description

Job Description - Customer Service

Requirements:

• Highly developed sense of integrity and commitment to customer satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Has 'thick skin' and is able to handle complaints and unpleasant customers. Has a pleasant, patient and friendly attitude.
• Strong decision making and analytical abilities. Strong detail orientation and communication/listening skills.
• Willingness to work a flexible schedule and occasional overtime when needed.
• Possess a strong work ethic and team player mentality.

1+ years of experience in a customer service or help desk capacity required. Some experience with multiline telephones, online ticketing systems, and personal computers helpful. Knowledge of freight invoice processing/auditing a plus. Experience with Internet Explorer, Microsoft Office, and Adobe Photoshop preferred.

Responsibilities:

• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
• Troubleshoot customer issues over the phone. Use automated information systems to analyze the customer's situation.
• Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
• Responsible for compiling and generating reports as they relate to customer service surveys.

Performance Parameters:

• Quality: Accuracy of data entry from scanned Freight invoice in client application.
• Productivity
• Schedule Adherence
• Any other metrics agreed to within SLA.

Primary Internal Interaction:

• Assistant Manager for the purpose of reporting performance, clarifying concerns, and seeking feedback and support.
• Operations Manager for the purpose of settling issues left unresolved by the Assistant Manager
• Quality Associate (QA) for the purpose of seeking quality related issues.
• CCEs (Team Members) for the purpose of seeking cooperation and clarification on process-related matters and providing help and support when required.
• Process Trainer for escalation and training as and when required.

Job tags

Salary