Customer Support Liaison

3 weeks ago

Bengaluru, Karnataka, India 8208 Tooling - Coromant, Dormer, HM Full time
Job Title: Customer Service Representative

Job Overview


As a Customer Service Representative, you will be the first point of contact for global customers, handling incoming calls, emails, or chat requests to collect requests, queries, enquiries or complains and either solve them or escalate through case management in case of unsolved customer enquiry.


Main Responsibilities:


Interfacing with Customers / Frontline Sales



  • Referral point of contact for global customers, handling incoming calls, emails, or chat requests to collect requests, queries, enquiries or complains and either solve them or escalate through case management in case of unsolved customer enquiry.
  • Work with Sandvik processes with ERP SAP system and all integrated systems and applications
  • Handle contacts with frontline sales to collect needs and reroute accordingly
  • In case of case escalation, connect to customers according to SLA to communicate 2°line findings and solutions

Case Management



  • Provide first line basic customer support via our online/Web solutions and internal Knowledge Base
  • Route higher level or outside of scope and/or knowledge to global network points of contacts using the Contact Centre Solution and Case Management process
  • Actively use the CRM solution to work within the defined processes, manage customer relations and capture leads and turn into opportunities when possible
  • Develops the knowledge and understanding of the online and mobility needs of our present and future customers
  • Troubleshoots and resolves customer complaints.
  • Create cases within case management system to keep records as ticket to customer queries, incidents and requests and communicate it according to the processes within the company
  • Handling escalation of unresolved customer enquiries to proper function 2° line, Value centre or Frontline sales
  • Follow up with customers on open cases according to SLA

OTD handling



  • Provide prompt response at first touch for enquiries or requests within the scope of contents available in EBP system / MS Dynamics / other available databases
  • Provide offers, quotations, and stock availability information for standard products [and Tailor Made]
  • Handle order entry activities
  • Handle order enquiries like amending or fixing errors, cancelling orders, EBP error handling
  • Monitor order progress and delivery information
  • Secure billing activities covering debit and credit note management, invoicing and invoices issues queries
  • Secure delivery and related administration, managing expedites and handling delivery through shipping providers, handling goods receipts and other needed documentation
  • Support and drive Shop Online and e-Commerce solutions by providing assistance and instructions to customers on self-service processes
  • Collect complains and reroute to relevant owner (frontline sales, 2° line Support, P&I Specialists)
  • Collect returns and secure administrative tasks to proper handle them
  • Handles the non-compliances follow up and the potential client compensations and issues credit notes
  • Secure data quality within the systems

Sandvik Coromant Ambassador



  • Act and communicate as Sandvik Coromant brand ambassador with customers
  • Act according to code of conduct and Sandvik Coromant values and principles

REQUIRED COMPETENCIES



  • Dynamic and self-motivated customer-oriented approach.
  • Passion for customer service exhibited by courteous telephone etiquette, empathy, patience and professionalism.
  • Flexibility is working in shifts on 24/5 business support environment.
  • Excellent multi-task skills focused on various communication methods with multiple customers and stakeholders
  • Experience and skills within ERP system SAP, Microsoft Office 365.
  • Capable of working in a demanding environment (high stress tolerance)
  • High level of communication across all mediums.
  • Strong attention to customer experience and commitment to quality customer service
  • Proficient in written/verbal English communication skills. Additional proficiency in other language is valued.
  • Be persuasive and have good interpersonal skills
  • Be a self-starter with a positive mind-set and solution orientated
  • In addition, the employee may be assigned other duties within the area of their competence.
  • Graduate degree or equivalent experience.

EXPERIENCE



  • 5-8 years of experience as Customer Service Support Role

Benefits


Sandvik offers a competitive total compensation package including comprehensive benefits. In addition, we provide opportunities for professional competence development and training, as well as opportunities for career advancement.

  • Customer Support Liaison

    3 weeks ago

    Bengaluru, Karnataka, India Savvy Search Full time

    About Savvy SearchSavvy Search is a leading firm in the building materials sector, offering premium products and services across various categories.Job Title: Customer Support LiaisonWe are seeking a highly skilled Customer Support Liaison to engage with top architects and interior designers on behalf of clients.Key Responsibilities:Engage with top...

  • Customer Support Liaison

    4 weeks ago

    Bengaluru, Karnataka, India Savvy Search Full time

    About the Role:We are seeking a highly skilled Customer Support Liaison to join our team at Savvy Search. As a key member of our support team, you will be responsible for engaging with top architects and interior designers on behalf of our clients.Key Responsibilities:Schedule and manage meetings daily with industry professionals.Follow up on inquiries and...

  • Customer Support Liaison

    3 weeks ago

    Bengaluru, Karnataka, India Silvermine Group Full time

    About the RoleSilvermine Group, a leading SaaS Company, seeks a skilled Customer Support Liaison to join our US Voice process team. With over 15 years of experience in building E-commerce and SaaS companies, we empower our employees to make decisions that serve our customer's interests first.Key ResponsibilitiesResolve customer queries over Voice, Email, and...

  • Customer Support and Technical Liaison

    4 days ago

    Bengaluru, Karnataka, India Maximiz Ai Full time

    **Maximiz Ai Overview**We are Maximiz Ai, a cutting-edge company that helps businesses capture website visitor data and convert them into customers. Our platform utilizes intent data to trigger targeted campaigns in real-time across Email, Mobile, and Ad Networks.Career Opportunity:We are seeking a Customer Support and Technical Liaison to join our team on a...

  • Customer Service Liaison

    1 week ago

    Bengaluru, Karnataka, India TE Connectivity Full time

    About the RoleWe are seeking a skilled Customer Service Liaison to join our team at TE Connectivity. In this role, you will be responsible for providing exceptional customer service and support to our clients.Job OverviewThe Customer Service Liaison will serve as the primary point of contact for customers, handling inquiries and resolving issues in a timely...

  • Global Customer Support Liaison

    3 weeks ago

    Bengaluru, Karnataka, India Skylar Consultancy Full time

    Job Summary: We are seeking a highly skilled International Customer Service Representative to join our team at Skylar Consultancy.Key Responsibilities:Answer customer calls and inquiries in a professional and timely manner.Track delivery to ensure timely receipt of products or services.Serve as the primary liaison between the company and...

  • Customer Service Liaison

    5 days ago

    Bengaluru, Karnataka, India Bangalore Job Hub Full time

    Job SummaryWe are seeking a highly skilled and motivated Customer Service Liaison to join our team at Bangalore Job Hub. As a Customer Service Liaison, you will be responsible for providing exceptional customer service to our clients through inbound and outbound calls.About the RoleIn this role, you will be expected to handle customer inquiries, issues, and...

  • Customer Support Professional

    2 days ago

    Bengaluru, Karnataka, India Savvy Search Full time

    Job Title: Customer Support Professional - Architect LiaisonAt Savvy Search, we are seeking a skilled Customer Support Professional to serve as the primary point of contact between our clients and top architects and interior designers. The ideal candidate will possess excellent communication and interpersonal skills, with the ability to handle multiple tasks...

  • Customer Service Liaison

    3 weeks ago

    Bengaluru, Karnataka, India Garuda Mart India Private Limited Full time

    Key Responsibilities:Lead and motivate a trained staff to provide quality service to all customers in a timely manner.Serve as the key liaison to sales and management to ensure consistent customer satisfaction.Provide status and service reports to recommend next steps to management.Requirements:Associate's degree or equivalent experience in a relevant...

  • Customer Service Liaison

    3 weeks ago

    Bengaluru, Karnataka, India HireLab Full time

    Your Role at HireLabWe are seeking a skilled and friendly Customer Service Liaison to join our team at HireLab. The ideal candidate will possess excellent communication and problem-solving skills, with a passion for delivering exceptional customer experiences.Key Responsibilities:Provide knowledgeable support to customers via phone, email, and chatWork...

  • Customer Service Liaison

    4 weeks ago

    Bengaluru, Karnataka, India Innovation Food & Beverage Consultant Full time

    We are seeking a skilled Customer Service Liaison to join our team at Innovation Food & Beverage Consultant.About the RoleAs a Customer Service Liaison, you will be responsible for providing exceptional customer experiences via phone, email, and chat.You will be the primary point of contact for customers, resolving issues in a timely and professional...

  • Customer Service Liaison

    4 weeks ago

    Bengaluru, Karnataka, India Talent Seed Full time

    At Talent Seed, we're seeking a skilled Customer Service Liaison to join our team.The ideal candidate will possess excellent communication skills, a positive attitude, and the ability to create a welcoming office atmosphere.Responsibilities will include:Greeting clients and colleagues with a smileAnswering phone calls and responding to messages in a timely...

  • Customer Support Liaison

    3 weeks ago

    Bengaluru, Karnataka, India Vikas Global solutions ltd. Full time

    Company OverviewVikas Global Solutions Ltd. is a reputable IT services and development company with a strong presence in Bangalore. We are dedicated to delivering innovative solutions to our clients in the IT industry.Job OverviewWe are seeking a skilled Customer Support Executive to join our team at Vikas Global Solutions Ltd. This is a full-time position...

  • Customer Relationship Liaison

    5 days ago

    Bengaluru, Karnataka, India Boomaa Consultants - India Full time

    Job OverviewBoomaa Consultants - India is seeking a highly skilled and experienced Customer Relationship Liaison to join our team.

  • Customer Support Liaison

    3 weeks ago

    Bengaluru, Karnataka, India Emerge IT Solution Full time

    Emerge IT Solutions, a leading web design, app development, and digital services company, seeks a skilled CUSTOMER SUPPORT EXECUTIVE to join our team. The successful candidate will be responsible for delivering exceptional customer experiences through timely and accurate responses to queries via phone, email, or chat.Key Responsibilities:• Provide...

  • Customer Service Liaison

    1 week ago

    Bengaluru, Karnataka, India Snaphunt Full time

    About the RoleWe are seeking a skilled Customer Service Liaison to join our team at Snaphunt.ResponsibilitiesDeliver exceptional customer service by addressing concerns and providing timely solutions.Maintain accurate records of customer interactions, feedback, and results.Collaborate with team members to achieve desired outcomes based on customer...

  • Virtual Customer Services Liaison

    3 weeks ago

    Bengaluru, Karnataka, India JK Tech World Full time

    Virtual Customer Services LiaisonAt JK Tech World, we seek a highly skilled Virtual Customer Services Liaison to provide exceptional support to our clients. This role involves being the primary point of contact for our customers, handling a high volume of inquiries efficiently, and ensuring a seamless customer experience.Key Responsibilities:Respond to...

  • Customer Support Liaison

    3 weeks ago

    Bengaluru, Karnataka, India EASYHIRE Full time

    EASYHIRE is a leading integrated solutions provider across Business Process Outsourcing, Customer Management, and IT Services.The RoleAs a vital member of our team, you will be responsible for:Building strong client relationships through regular support and sharing best practices, insights, and product knowledge.Collaborating with the sales team to ensure...

  • Customer Support Liaison

    4 weeks ago

    Bengaluru, Karnataka, India DTDC Express Limited Full time

    Hiring the right candidate for this Customer Support Executive role is crucial for our team's success at DTDC Express Limited. To excel in this position, you should display excellent interpersonal and communication skills.Main Responsibilities:Oversee the customer service process and ensure effective resolution of customer complaints.Utilize your...

  • Customer Support Liaison

    3 weeks ago

    Bengaluru, Karnataka, India Aristo Atelier Full time

    Key ResponsibilitiesDeliver exceptional customer support through various communication channels, ensuring a tailored approach that reflects our commitment to quality and exclusivity.Proactively identify and resolve customer concerns, offering efficient and effective solutions that enhance customer satisfaction.Oversee customer accounts, including order...