Customer Support Specialist

1 week ago

Mumbai, India The Nielsen Company Full time
We are presently looking for a  Customer Care Specialist to provide day-to-day support to new and existing customers. These activities require working with internal cross-functional technical groups and external customers business and engineering teams to drive successful delivery of customer implementations and proactively ensure the on-going success of customer accounts.

In this role you will:

Serve as the primary contact and provide first-level support for clients. Respond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively escalate to various technical support staff when needed Logs and tracks calls using Salesforce tracking software and maintains historical records and related problem documentation. Maintains a strong working knowledge of supported products and continually strives to enhance skills through ongoing training, reading, and participating in projects and improvement initiatives. Develop a strong understanding of the business and can relate problems to business impacts. Understand when to place a sense of urgency and when to escalate critical problems to management. Work in conjunction with Sales and Product Development staff to create and deliver new/and/or custom products and samples are required by clients. Ability to coordinate with multiple internal departments to resolve customer-related issues or requests. Provide on-call support – beeper coverage rotation required 24/7 (approximately every 8 weeks) Generate monthly reports of customer product usage as required Support CPX team on projects and initiatives from time to time Monitor and modify customer delivery profiles as required Participation in customer calls as required Flexible to work in US/APAC market shift timings(India night shifts) also as per the business need. Other duties as assigned by the line manager, such as assisting other CC teams, improvement initiatives, self learning etc

For this role we are looking for Individuals who have:

Associates or Bachelor’s degree in a technical discipline or 2 - 4 years experience in a customer facing role. Must possess strong customer service skills, emotional intelligence and excellent interpersonal and communication skills, both verbal and written. 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, Microsoft Office Suite, Salesforce, Zendesk etc.

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