Associate, Global Contact and Support Hub
2 weeks ago
Job Title Associate, Global Contact and Support Hub
No. of Vacancies : 1
JR : R
Location : Bangalore
Full time /Part Time : Full time
Regular /Temporary : Temporary
SANDVIK COROMANT is the world's leading supplier of tools, tooling solutions and know-how to the metalworking industry. With extensive investments in research and development we create unique innovations and set new productivity standards together with our customers. These include the world's major automotive, aerospace and energy industries. Sandvik Coromant has 8,000 employees and is represented in 130 countries. We are part of the business area Sandvik Machining Solutions within the global industrial group Sandvik.
At Sandvik Coromant, we are driven by a passion for excellence in everything we do. Our belief is that sustainable success is a team effort and with our profound knowledge of metal cutting and insight into the varying challenges of different industries, we strive to develop innovative solutions in collaboration with our customers, to meet both current and future demands.
We are seeking for people who are passionate in their work and possess the drive to excel to join us.
Scope:
As, Associates, Global Contact Support Hub you will be responsible for performing first line customer support and routing customer technical, commercial, services and general support enquiries and needs that are outside scope of knowledge and experience. This can be specifically, but not limited to, related to the products, applications, OTD, information & digital solutions related to our Products and Services via telephone, web, email and online chat service.
Key Performance areas:
Provide first line basic customer support via our online/Web solutions and internal Knowledge Base Route higher level or outside of scope and/or knowledge to global network points of contacts using the Contact Center Solution and Case Management process Actively use the CRM solution to work within the defined processes, manage customer relations and capture leads and turn into opportunities when possible Develops the knowledge and understanding of the online and mobility needs of our present and future customers Promote and integrate the online, self-service & mobility solutions to key Stakeholders Create and populate the Knowledge Base to support, educate and share continuous improvements and support solutions and answers for both internal as well as external Stakeholders Provide support for our digital solutions, Coromant apps and our WEB Provide competent customer support via, but not limited to, telephone, web, email and online chat service. Highlight the internet offering of product & technical support solutions utilizing the latest Sandvik Coromant digital solutions and internet content. Capture leads, customer requirements, generate cases and sales opportunities.
Your profile
Dynamic and self-motivated customer oriented approach. Passion and competence for digital solutions and technology using various messaging and collaboration solutions. Passion for customer service exhibited by courteous telephone etiquette, empathy, patience and professionalism. Excellent multi-task skills focused on various communication methods with multiple customers and stakeholders Good organization skills including planning, organizing routing and follow up. High level of communication across all mediums. Strong attention to customer experience and commitment to quality customer service Proficient in written/verbal English communication skills. Additional proficiency in other language is valued. Excellent knowledge of Microsoft O365 programs and Microsoft Dynamics CRM General knowledge and understanding of IT, software and Messaging & Collaboration technologies 3 - 5 years of experience in a call/contact centre environment. Graduate degree or equivalent experience.
This position reports to Team leader in Sales Support Center , Sandvik Coromant.
Benefits
Sandvik offers a competitive total compensation package including comprehensive benefits. In addition, we provide opportunities for professional competence development and training, as well as opportunities for career advancement.
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