Customer Care Executive

2 months ago

Ajmer, India Halma plc Full time

About Halma


Halma is a global group of life-saving technologies companies, driven by a clear purpose. We are an FTSE 100 company with headquarters in the UK and operations in 23 countries, including regional hubs in India, China, Brazil, and the US.

Our diverse group of nearly 50 global companies specialize in market leading technologies that push the boundaries of science and technology.

For the last 42 years, the combination of our purpose, strategy, people, DNA and sustainable business model has resulted in record long-term growth in revenues and profits and an increase in dividend by ≥ 5% every year– an achievement unrivalled by any company listed on the London Stock Exchange.


We have a team of over 250 professionals representing commercial, digital and support functions across our seven offices in India, two in Bengaluru and one each in Delhi, Mumbai, Thanjavur, Ahmedabad and Vadodara.


Why join us?


We offer a safe and respectful workplace, where everyone can be who they ‘REALLY’ are, feel free to bring their whole selves to work and use their unique talents, knowledge, expertise, experiences, and backgrounds to create meaningful outcomes.


We nurture entrepreneurial spirits and empower them to think beyond the possibilities, to discover, shape and build their own unique stories. We promote and support non-linear career growth for the right talent.


We are simple, humble and approachable, and we believe in leadership at all levels to bring our purpose to life. Everyone at Halma India makes an impact, and so do you when you join us


About Halma Company Volk Optical Inc.


Volk Optical Inc. (www.volk.com) is a premier designer and US manufacturer of the highest quality portable ophthalmic cameras, lenses, surgical systems, and accessories used in the diagnosis and treatment of diseases of the eye.


Volk Optical designs and manufactures ophthalmic lenses and equipment used to diagnose and treat diseases of the eye, with a mission of eradicating preventable blindness through accessible imaging of the eye.


Roles & Responsibilities


  • Communicate with all types of customers to receive and process domestic and international orders; providing technical advice, quotations, service, and shipping information; and resolve billing issues
  • Utilize available resources to identify appropriate solutions for customers and ensure customer satisfaction through effective call resolution
  • Pursue additional new and complementary product sales to provide the best service
  • Actively work with the Volk sales team and distributors to meet sales targets
  • Develop deep expertise in local requirements of regions directly supported regarding shipping, export, banking, etc. Learn the general requirements of all regions for cross-training and back-fill requirements.
  • Communicate and work with sales associates to ensure leads and opportunities are actively pursued. Learn those aspects of Salesforce CRM as required to support this effort.
  • Process product loaners, repairs, and/or returns ensuring complete customer satisfaction
  • Provide trade show support – both coordinating and attending
  • Coordinate customer needs with other departments to ensure a high level of customer service is maintained
  • Leading and managing our E-commerce (ex. Amazon) portals and ensuring product listing and driving revenue growth
  • Willing to work according to different time zones.


Experience


  • 6 to 7 years of experience with a minimum of 2 years of direct customer service experience in sales, marketing, billing, technical support, or related field. Experience in Healthcare would be an added advantage.


Critical Success Factors


  • Able to quickly pick up on new processes and technologies without a lot of guidance
  • Demonstrated attention to detail and ability to effectively manage and track multiple commitments; effectively prioritize, follow up and meet deadlines
  • Excellent communication, interpersonal, and customer service skills, both oral and written, to effectively manage interactions with a culturally diverse customer base. Strong customer service focus. Ability to inform, teach and train
  • Able to exercise creative thinking to innovate and resolve customer problems within established policies
  • Ability to de-escalate and prioritize interactions with customers while delivering world-class customer satisfaction. Exhibits professionalism and composure in stressful situations
  • Proficient in Microsoft Office products and proven ability to learn and utilize new computer software quickly.
  • Ability to work as part of a team and independently.


Academic Qualification


  • A bachelor’s degree along with higher qualifications would be an advantage.

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