Customer Service Rep 1

2 weeks ago

Bengaluru, India Cloud Software Group Full time

**Primary Duties / Responsibilities**
- Handles inbound customer inquiries in a 24/7 environment via CHAT, PHONE and EMAIL while adhering to established Service Level Agreements and Key Performance Indicators
- Needs to handle all interactions using excellent problem-solving skills by accurately diagnosing the issue with the pre-defined knowledge base and possess excellent customer handling skills.
- Troubleshoot issues related to account, entitlement, access and licenses and work with L2 teams to resolve issues faster.
- Work on keeping mínimal to Zero backlogs and provide superior customer experience and first day resolution.
- Proactively provide all the relevant information on the enquired product and explain the features, advantages, and benefits with the accurate technical specifications.
- Initiate required action for issue resolution and communicate to the appropriate personnel including outbound calls for quicker resolution.
- Contributes to knowledge management system in the form of updating or creating policies and procedures.

**Qualifications**
- Excellent customer service attitude and the ability to interact with customers in a professional manner with deductive reasoning skills.
- Strong verbal and written communication skills as well as excellent listening skills
- Flexible and adaptable to the ever-changing environment. Ability to work in American time zone is essential.
- Problem solving techniques and achievement orientation.
- Work effectively in a team environment and collaborate cross-functionally.
- Ability to analyze information and evaluate results to resolve problems.
- Excellent organizational skills with the ability to prioritize, organize, and accomplish tasks.

**Requirements (Education, Certification, Training, and Experience)**
- Three years of bachelor’s degree preferred.
- Mandatory 4+ years of Customer Service / Technical Support experience in a fast paced, high volume, multi-tasked environment
- Working knowledge of Microsoft Windows and Office suites is mandatory.
- Experience with CRM systems (Salesforce, SAP, Oracle, People Soft etc.) preferred.

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