Nielsen - Customer Care Specialist

1 week ago

Mumbai, Maharashtra, India timesjobs Full time

Position:
Customer Care Specialist

Location:
Mumbai, India

Employment Type:
Full Time

Work Arrangement:
Hybrid

We are presently looking for a Customer Care Specialist to provide support to new and existing customers.

These activities require working with internal cross-functional teams and external customers to resolve customer reported issues within service level agreement (SLA) timelines.


Responsibilities:
Acknowledging the customer reporting the issue within SLA timeframes and keeping them informed throughout the incident.
Conduct basic troubleshooting in some instances to validate the reported issue.

Gathering essential details from the customer so that internal teams have the information they need to quickly resolve the problem.

Providing responses to customers within SLA guidelines, detailing corrections made, the cause of the issue, and when appropriate preventative measures being taken at Gracenote, once the issues have been resolved.

Utilizing internal reporting systems & tools to log customer reported issues, resolution times, and corrective actions taken.
Generating a daily issue/case reports with the status update and sharing it with the client.
Ability to coordinate with multiple internal teams to resolve customer related issues or requests.
Understanding of the issue & its business impact and escalating to the right POCs.(Internal teams content leads, TAMs etc.)
Participation in client meetings if/when required.
Provide on call support if required (shift rotation required to support 24x7)
Other duties as assigned by the line manager, such as assisting other CC teams, improvement initiatives, self-learning etc.

Qualifications:
Must be a Graduate in any field. Sport background will be highly preferable.
Basic sports technical knowledge of Football, Rugby, Cricket or any other International games.

Must possess strong customer service skills, emotional intelligence and excellent interpersonal and communication skills, both verbal and written, in the English language.

Must be able to work the shift hours identified as well as adjust the shift as required by live sporting events taking place.

Flexibility to extend the support to the team in their working hours if required.
Focused individual with a high level of attention to detail.
Excellent computer skills.
Experience in research and resolution of problems using analytical skills in a digital environment is strongly preferred.
Must be self-motivated and able to work effectively with minimum supervision and assume responsibility for appropriate follow-through.

Ability to adapt to a fast-changing work environment while maintaining stability of performance under pressure and to demonstrate patience and control when dealing with difficult situations.

Ability to organize, schedule and complete multiple tasks concurrently.
Working knowledge of business software/applications - Google Suite, Jira, Salesforce, a plus.

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