Customer Service Representative

4 weeks ago

Bangalore Urban, India Mphasis Full time

The Dispatch Order Management Agent is responsible for managing the end-to-end process of dispatching service cases, ordering spare parts, and coordinating with HP Customer Engineers. This role ensures efficient service delivery across commercial and consumer sectors, with a strong focus on backend operations, telephony case management, and field support coordination.Key responsibilities include:•Dispatching new onsite service events to the most suitable resource based on availability, skillset, and location.•Ordering recommended spare parts aligned with geographical specifications to ensure timely delivery and service execution.•Handling inbound and outbound calls with engineers, partners, and customers as needed.•Managing case follow-ups, part status updates, onsite service updates, and case reassignment.•Picking and managing cases from HPI tools, ensuring accurate verification and assignment.•Monitoring daily order status and escalating issues to the supply chain or repair departments.•Documenting case actions and closing cases based on resolution confirmation.•Supporting field engineers with urgent requests, order changes, and stakeholder communications.•Maintaining responsiveness to business emails and chat messages. Qualifications & Skills:• English Proficiency: Fluent in spoken and written English• Voice Skills: Capable of handling basic voice interactions when required.• Telephony Experience: Comfortable managing calls and telephony-based workflows.• Customer Service: Strong empathy and communication skills.• Technical Skills: Basic proficiency in Microsoft Office and case management tools. Mandatory - International Voice Process , Only Immediate joiners will be considered

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