Customer Support Representative

2 weeks ago

Chennai, Tamil Nadu, India Applanix Full time

DEPARTMENT :

ACCSS
REPORTS TO (ROLE) : Manager - Customer Support

LOCATION :
Chennai

Main purpose of the role/Position Summary:

Interact with customers to provide information in response to level 1 & 2 inqueries about products and services and to handle and resolve complaints.

Provides customer service support by obtaining, analyzing and verifying the accuracy of information in a timely manner.

Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained.

Co-ordinates in the handling of difficult and/or unusual situations. Should be open to learn and handle additional responsibilities outside the basic KRAs.

Job Responsibility:

  • Resolves level 1 product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges.
  • Contributes to team effort by accomplishing team metrics and SLA
  • Provides all billing related information to customers help in resolving any billing issues
  • Receives, processes and verifies the accuracy of requests from customers utilizing the company's internal tools and systems
  • Ensures and provides quality service to both internal and external customers.
  • Receives inquiries and contacts the organization's other departments to resolve a variety of account related issues
  • Participates and provides expertise as a member of the Customer Care group
  • Attends regular meetings and feedback sessions

Qualifications & Experience:

  • Bachelor's Degree or equivalent
  • Relevent work experience preferred

Specific Skills required:

  • Processoriented with high attention to detail
  • Basic knowledge of computer
  • MS Windows & MS Office
  • Excellent written and verbal communication skills
  • Problem solving and analytical skills

Relationships:

  • INTERNAL : All internal teams
  • EXTERNAL : Customers

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