This position is for a seasoned professional in Customer Service who works independently, resolving complex customer inquiries. This role maintains databases, makes recommendations to management for customer issue prevention and the sales team to identify sales opportunities. Makes updates to procedures to ensure the improvement of Customer Service processes.
Key Responsibilities:
As a Customer Service Specialist, you’ll be responsible for:
·Answer incoming phone calls and email messages from customers for the following functions:
·Effectively resolve sensitive situations involving customer discrepancies.
·Perform order entry and respond to order inquiries from customers.
·Facilitate processing of return materials authorizations.
·Communicate and coordinate with internal departments acting as a liaison for our customers.
·Provide product pricing.
·Maintain required quality levels for phone and data entry activities.
·Follow pre-defined procedures to identify, evaluate and solve customer issues.
·Works, independently, to confer with customers who contacts the organization by telephone or electronically, provides scripted information about organization products or services, discusses customer accounts, and obtains or addresses customer complaints. Provides ability to deviate from the script to address moderately complex inquiries.
·Responds independently, to call or email customers to provide follow up on difficult to moderately complex inquiries.
·Works on documentation and solves difficult to moderately complex customer issues/requests/complaints in accordance to established procedures, and when required, redirects queries to appropriate department or personnel.
·Obtains and collects feedback from product development and service departments to confirm the most appropriate sources of materials and secondary sources of information that can be recommended to customers to answer their questions.
·Assists in the maintenance of databases containing information on customer interactions and transactions to facilitate future needs in data collection and consolidation.
·Confers, when required, with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
·Promotes, when required, sells a variety of products/services to ensure business targets are met. Provides, when required, after-sales support for various client contracts.
Role: Customer Service Specialist
Location: Hyderabad
Full/ Temp: Temp
Experience : 2+years in Customer Service
Education : Any graduates / Engineering