Specialist - Customer Service
On-siteChennai, Tamil Nadu, India
Job Summary
Handle non-routine incoming customer calls, e-mail inquiries, and escalated problems requiring deviation from standard scripts. Resolve warranty claims, return credit issues, and product shortages while coordinating with internal functions and liaising with customers post-delivery. Review warranty claims, discuss product capabilities, and provide special pricing for non-standard items. Assess needs to suggest or promote alternative products and services. Provide work leadership to lower-level staff and perform activities within product service, repair, and consumer relations. Utilize computerized systems for tracking, information gathering, and troubleshooting.
Required Qualifications
- Bachelor's degree
- 3 to 8 years' experience in a customer-facing role
- Working knowledge of modern web applications including but not limited to Salesforce, SAP, Customer Portals & MS Office
- Excellent written and verbal communication skills, including effective listening skills
- Understanding of technical terminology
- Ability to work in a fast-paced goal-oriented environment
- Ability to handle multiple tasks, stay organized, and focus details
- Ability to make recommendations and take proactive approach
- General knowledge of the organization
- Thorough knowledge of company products and services
- Ability to navigate a computerized data entry system or other relevant applications
- Ability to build and foster professional relationships
- Excel
- Outlook
- SAP
Desired Qualifications
- Salesforce
- Field Service Backoffice process
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.