Customer Service Representative

Flexible to work in 24/7 shifts as per business requirement including occasional Over Time, this will also include working in night & rotational shifts and weekend working during quarter ends
work from office

The Support Desk (SD) New Associate responds to common, non-complex, in-house requests (Tier 1), and operates in the functional aspect of Order & fulfillment enquiries. The SD Associate answers questions regarding the support tools and processes, researches and resolves non-complex problems/issues and escalates complex problems/issues. The SD Associate provides Business to business support for a Global Software Client and uses prescribed tools and processes for issue resolution.

Key Responsibilities:

• Handle ticket inquiries from employees regarding semi-technical functional problems.
  • Document and update customer contacts in the Customer Service System.
  • Complete any follow-up work related to customer issue resolution.
  • Answer general questions, provide education, and offer service to customers in a professional and courteous manner.
  • Investigate and troubleshoot customer-reported issues.
  • Document case details, actions taken, and resolutions.
  • Adhere to current understanding of policies and procedures, new products, services and processes of the client and the call center.
  • Maintain acceptable attendance, punctuality, and respond to policy and procedures for communicating any schedule changes and preferences.
  • Meet productivity and quality performance expectations as established.
  • Conduct self evaluations using quality-coaching tools to assess personal skill development and review results with Supervisors.
  • Knowledge about B2B buying, E-commerce
  • The Digital Conversion and Commerce Support specialist is a motivated and result driven individual with a strong can-do attitude, that assists customers and partners by removing any obstacle from the digital purchase process in a one-touch resolution process: inquiries from users across the different portals can be of a technical nature (access, check-out, order, fulfilment) or basic guidance-to-purchase nature (questions on product feature, compatibility etc.).
  • The Digital Conversion and Commerce Support specialist will engage with a number of different external teams to ensure the issue resolution.
  • Cross functional co-ordination to resolve business/customer issues, Vendor co-ordination

Work Experience:

• Minimum 1 year Customer Service experience or process execution, business with focus on support and operations. (Optional E-commerce background)

Knowledge and Skill Requirements:

• Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticketing tool, Microsoft Office Suite, Customer Service System, Internet Explorer, and other browser-based applications.
  • Experience related to Helpdesk query management & ticket management
  • Good technical aptitude with an ability to learn quickly
  • Excellent communication, consultative and customer relationship skills.
  • Proficiency in English is required, any additional language is a plus.
  • Good knowledge of the E-Commerce world is a strong plus.
  • Order Management support – Business to Individual, account, order, payment, check out issues.
  • Strong oral and written communication skills.
  • Strong interpersonal skills.
  • Strong conflict management skills.