Customer Service Representative

1 day ago

Bengaluru, India Navigator Systems Private Limited Full time

**1) **Need to work on 24/7 Shifts and should be flexible to extend their shifts based on call overflow.

**2) **Will be responsible for aligning all tickets to RSG & TSE’s accordingly.

**3) **Need to co-ordinate with stores, procurement, Logistics for moving the ticket to next step.

**4) **End to End responsibility of ticket closure from creating of ticket to closure of the ticket.

**6) **Should co-ordinate with customer, RSG, Engineer & delivery manager till closure.

**7) **Its Mandate to share the open call report of NSPL, Productivity report of RSG, Shift handover & need to intimate to next shift executive on takeover, pending calls and everything before being log off from the shift.

**8) **Should be able to track the productivity of RSG, FE’s performance of the same.

**9) **Need to divide the tickets effectively to all RSG & engineers based on the skill set and number of tickets aligned.

**10) **Mandate to share the weekly report by Saturday end of shift for the complete week activities which consists of everything.

**11) **For all escalations / SLA breach, ServiceDesk need to call customer and convince or explain the same. If you are unable to escalate / manager customer always reaches delivery manager and for any technical involvement reach operations manager for the same.

**12) **It’s very important to be aware of HP & Wipro Portals and NSPL Portals and need to be update the same in timely manner.

**13) **Service desk need to make sure all FE’s / RSG’s to follow the process and make sure they update the same in all relevant tools.

**14) **Should be able to handle the pressure & overflow of tickets. Need to have complete track of service delivery and share the reports accordingly.

**15) **Night shift Executive must prepare HP, IBM & other critical reports shared to Delivery & Operations Manager.

**16) **Its very important to follow all process on a serious note.

**Salary**: ₹20,000.00 - ₹25,000.00 per month

Schedule:

- Flexible shift

Ability to commute/relocate:

- Bengaluru, Bengaluru Urban - 560008, Karnataka: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma (preferred)

**Experience**:

- total work: 2 years (preferred)
- Customer service: 1 year (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

**Speak with the employer**

+91-XXXXXXXXXX

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