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Customer Service Coordinator

1 month ago

Mumbai Maharashtra, India Wolters Kluwer Full time

Working within a supportive team, the Customer Service Coordinator will take full ownership of a range of issues and manage these through to resolution. This ensures a seamless integration with Wolters Kluwer Health clients’ business processes as we work to efficiently resolve customer issues. Daily activities require liaising with other departments and fully diagnosing problems that have been submitted directly by end users.

Training on the company's wide product range and all tools necessary to implement customer requests will be provided. Ongoing training sessions will be conducted on updates to existing products and new products released by WK Health.

Essential

**Responsibilities**:

- Respond to customer service enquiries that will include such tasks as: tax exempt adjustments, pay per view, order entry and queries related to orders, journal access, claims, gratis, group hospital, Stedmans product line, web store, and general updates such as address changes
- Utilize electronic systems to ensure that all enquiries and customer contacts are logged as they occur
- Manage customer inquiries from onset to resolution through idependent problem-solving skills aiming for a one-call resolution when possible.
- Ask relevant questions to understand customers needs and requirements
- Utlilize CRM system data to monitor quality control of customer interactions; assist with managing documentation of QA process for team.
- Adhere to critical monthly deadlines to ensure mínimal backlogs and provide expected level of service
- Use provided systems and procedures to monitor quality control for all customer interactions
- Participate in the testing of modifications or upgrades to the fulfillment system
- Perform other tasks/duties as assigned

Education
- Graduation

Experience
- Required minimum 4 - 5 years' experience in a call center environment (USA voice-based)
- Proficient in MS Outlook, Word, Excel

Other Knowledge, Skills, Abilities
- Ability to work extended hour shift
- Flexibility to adjust shift hours with advanced notice
- Flexible and able to adjust daily routine
- Well organized and able to prioritize a high workload in a team environment
- Patient and helpful under pressure