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Expertise Center Coordinator

1 month ago

Bengaluru, Karnataka, India Lectra Full time

POSITION SUMMARY

The Lectra Expertise Center Coordinator plays a crucial role in ensuring the smooth operation of our remote support team in India. This individual will work closely with the Expertise Center team to provide exceptional customer service and technical support.

DUTIES AND RESPONSIBILITIES:

  • Welcome and manage customer inquiries via phone and email.
  • Log customer calls in our Salesforce system and follow up on issues as needed.
  • Update customer records and inform relevant support contacts.
  • Act as a single point of contact for customers regarding technical queries.
  • Manage service quotations and coordinate with customers to schedule service activities.
  • Analyze service data for reporting and identify areas for improvement.
  • Prepare and coordinate scheduling of technicians and the Expertise Center team.
  • Support agents in the South West and South East Asia region with 'smart alert' information.
  • Conduct customer satisfaction surveys and follow up with customers.

EDUCATION AND/OR EXPERIENCE:

  • College graduate or above.
  • Working experience in a call center is a plus.
  • Knowledgeable with Microsoft Office products (Word, Excel, and Outlook).

POSITION QUALIFICATIONS:

  • Excellent communication skills to manage anxious customers.
  • Basic technical knowledge.
  • Organized and methodical approach to work.
  • Basic problem-solving ability.
  • Team player with strong interpersonal skills.
  • Self-motivated and able to work under pressure.
  • Good comprehension and communication skills.
  • Excellent English language skills with basic speaking and writing skills in regional languages (Hindi, Kannada & Tamil).

TRAVEL:

The job is based in Bangalore with no regular travel required.