Customer Service Specialist
7 days ago
Work Timings: 24/7 (Rotational Shifts)We are looking for talented individuals who are passionate about making a big impact on Customer Experience. The Global Support Consultant will be responsible for delivering high quality Level 1,1.5 & 2 support to the worlds largest Channel Data Management and Supply Chain Operating Network and Multi-Enterprise applications to meet our global customers Service Level Agreements and operational requirements. The successful candidate will be adaptable, detail-oriented, organized, have excellent communication (written & verbal), analytical and problem-solving skills.Responsibilities:Part of a team maintaining a 24x7 Global Support Services working on incidents from phone calls, emails, and the company proactive monitoring system.Ensure critical customer issues are addressed quickly and effectively by collaborating with Customer Operations, Customer Success, Cloud Operations, Professional Services, and Product Development in a global environment.Provide accurate, valid, and complete information by using the right methods/tools and available resourcesFollow the Incident Management process when a Major Incident is identified or when client requests escalationHost Bridge calls for effective coordination, incident resolution, service restorationMonitor the entire platform 24/7Building analytical reports and dashboards for management reviewsConduct customer satisfaction survey internally, do analysis of the response received, plan action plans for improvement and work with team to ensure closure of the planMaintain and update knowledge base articles consistently as new knowledge is discovered.Ensure KPIs are met consistently to achieve customer experience excellence.Ensure escalation and production support processes are followed.Requirements:Candidate must possess at least a Graduation in Advanced/Higher/Graduate Diploma, Bachelors Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent and any discipline with a minimum of 1-year work experience in handling international customers, working in Customer facing team. The ideal candidate should have the ability to demonstrate their experience in the following areas.Highly motivated and result oriented.Excellent written and verbal communication skillsThe candidate should possess good listening skills, and the ability to think quickly, to make a recommendation or solution to the customer's problemCandidate must be willing to work on 24/7 rotational shiftBasic understanding of ITIL, incident and problem management would be an added advantage.Logical approach and excellent problem-solving skills.Attention to detail and ability to troubleshoot and provide feedback and solutions.Must be able to work well both in a team environment and independently under minimal supervision.Has shown the ability and willingness to learn new technologies, on own initiative.Ability to understand current processes followed within Global support, quickly adapt to it and be able to perform in a short span of timeAbility to be committed to work in a challenging environment for a longer span.Should have exhibited integrity and respect in the current role.
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