Customer Service Coordinator

6 days ago

Delhi, Delhi, India YO HR CONSULTANCY Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Coordinator to join our team at YO HR CONSULTANCY. As a key member of our operations team, you will be responsible for providing exceptional customer service and support to our clients across various locations.

Key Responsibilities
  • Provide daily operational support to our clients, including implementing and expanding managed services accounts within assigned operational areas.
  • Undertake customer support tasks in external customer/client facilities, ensuring a broad knowledge of client service excellence methodology and account service delivery requirements.
  • Deliver operational support by assisting MS leadership, supplementing onsite personnel at various customer locations, and performing a wide range of duties requiring a versatile skill set.
  • Support various locations for reasons such as vacation absences, training implementations, and other operational needs.
  • Assist management with process improvement, procedural testing, and validation, ensuring field compliance with operational best practices.
  • Support the Field Implementation Managers with the implementation of new customer accounts and service expansions.
  • Assist with onboarding new team members and cross-training peers.
  • Assist with the development of Site Procedure Guides and sharing best practices throughout the geographical area.
  • Routinely inspect Site Procedures Guide for accuracy and compliance.
  • Knowledgeable of all contracted services within assigned customer accounts.
  • Perform daily visual inspection of site services and Ricoh and customer compliancy to safety.
  • Provide feedback on site experience via survey tool or any other forms to help improve the customer experience, internal and external.
  • May require standing in for absences or vacations of the onsite resources, including site management.
  • Provides, executes, and supports all aspects of services, which entail traveling to and from various accounts.
  • Creates and maintains a customer-focused environment.
  • Responsible for customer satisfaction by engaging end-user feedback.
  • Responsible for escalating customer issues to ESM/AOM and support the resolution to completion.
  • Communicates effectively and responds quickly to customer and end-user communication.
  • Collects data and is knowledgeable of the tools and methods used for the completion of the Monthly Operations Review as directed.
  • Performs other duties as assigned.
Requirements
  • Requires high school diploma plus 12 months of related work experience.
  • Post-high school education encouraged and preferred.
  • Ability to cover accounts between 40-50 miles.
  • May require a valid, violation-free driver's license, reliable transportation, and minimum levels of auto insurance coverage per client's policy.
  • Requires intermediate skill level on most common software applications, including file folder management and navigating to network production folders.
  • Must maintain and accurately submit monthly expenses in a timely manner, following proper coding requirements.
  • Possesses ability to work in a team environment, maintaining positive, productive relationships with coworkers.
  • Possesses ability to adapt to changing situations, flexibility, high motivation, and sense of urgency.
  • Possesses basic math skills.
  • Possesses judgment in making sound, justifiable decisions and taking action in solving problems.
  • Possesses ability to perform repetitive work by continuously executing different tasks according to set procedures, sequence, or pace, while maintaining quality and output standards.
  • Possesses commitment to task by having started and persisted with specific courses of action.
  • Possesses excellent oral communication skills, being able to clearly present information through the spoken word in positive and negative circumstances.
  • Possesses working knowledge of account services to facilitate job scheduling.
  • Possesses ability to comprehend written and verbal instructions from customers and effectively translate to site resources.
  • Possesses ability to resolve customer-related issues.
  • Possesses ability to troubleshoot and coordinate problem resolution.
  • Possesses proficiency in the use of Microsoft and computers.
  • Routinely may be asked to report to an alternate site on any given day, which could result in walking, driving, or other modes of transportation to that alternate site and a longer commute time that exceeds scheduled shift.
  • Typically an office/warehouse environment with adequate lighting and ventilation and a normal range of temperature and noise level.

Working Conditions, Mental and Physical Demands

  • Typically an office or warehouse environment with adequate lighting and ventilation and a normal range of temperature and noise level.
  • Work assignments are diversified. Interpret, comprehend, and apply complex material, data, and instruction, prepare, provide, and convey diversified information.
  • Working conditions regularly expose individuals to conditions that could result in minor cuts.
  • Some physical effort is required, which may involve long periods of standing, walking, bending, reaching, stretching, climbing, or similar activities, as well as lifting or moving items weighing up to 50 lbs. and in pushing or pulling machines on wheels, which may weigh up to 400 lbs., in order to move for repairs.
  • Moderate dexterity, regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).
  • Specific vision abilities required by this job include close vision.
  • Frequent local car travel.
  • While most assignment hours are 8:5 Monday through Friday, schedule flexibility is required.
  • Some sites may open at 6 AM and some may not close until 7 PM or later, with other locations that are open on the weekend and other times may vary.

Key Skills

  • Customer satisfaction
  • Customer service
  • Management
  • Microsoft
  • Customer support
  • Communication skills
  • Process improvement
  • Customer
  • Problem resolution
  • Operational support
  • Operations

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