Customer Service Representative
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Email:pmcplconsultant@gmail.com |cv@pmcpl.com
About Client: MNC- Manufacturing of Glass
(Please Note:- This position is on Third Party Payroll yearly Renewable Contract)
Position: Customer Service Representative
Location: Navi Mumbai
Reporting to: Customer Service Leader
Criteria: Graduate with 5+ years of experience in Customer Service / Customer Support / Order Processing role from Manufacturing / Chemical / Industrial Industry.
Knowledge of customer service principles and practices
Knowledge of relevant computer applications / SAP
Knowledge of administrative procedures
Abilities and Personal Characteristics:
Customer service orientation
Being flexible
Using initiative
Communication and listening skills - verbal and written.
Customer service process know-how
Being confident and focused
Being professional and courteous
Being open minded problem analysis and problem-solving
Being thorough and analytical
Ability to thrive effectively under pressure
Multi-tasking
Analyzing information
Attention to detail and accuracy
Data collection and ordering
Job Purpose:
Will ensure excellent service standards and maintain high customer satisfaction by responding efficiently to customer inquiries towards the products & services. Confident at troubleshooting & investigate to resolve any customer query. Act of taking care of customers’ needs by providing & delivering professional, helpful & high-quality services & follow the process of an Organization.
Key Responsibilities
Coordination with internal & external stakeholders within the Organization
Liaising with customers
Processing customer orders & correspondence thru’ email / phone
Supporting sales & commercial team
Dealing with adjustments
Escalating any complaints
Updating database
Maintains customer records by updating account information
Ensures satisfaction of customer needs to the best possible way & strictly adhere to the standard of the company by every customer service personnel
Familiarity with various practices, concepts, and procedures of the field
Job Responsibility
Open and maintain customer accounts by recording account information
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Maintain financial accounts by processing customer adjustments with the help of other internal stakeholders.
Recommend potential products or services to management by collecting customer information and analysing customer needs & respond promptly to customer inquiries.
Prepare product or service reports by collecting and analysing customer information
Contribute to team effort by accomplishing related results as needed.
Manage large amounts of incoming calls; deal directly with customers either by telephone, electronically or face to face obtain and evaluate all relevant information to handle product and service inquiries
Identify and assess customers' needs to achieve satisfaction
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/team sales targets and call handling
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers
Acknowledge & Resolve customer complaints via phone, email, mail or social media
Use telephones to reach out to customers and verify account information
Greet customers warmly and ascertain problem or reason for calling
Perform customer verifications & set up new customer accounts; cancel or upgrade customer accounts
Assist with placement of orders, refunds, or exchanges
Advise on company information & its products
Take payment information and other pertinent information such as addresses and phone numbers
Place or cancel orders as per the requirement
Handle product recalls; Attempt to persuade customer to reconsider cancellation
Utilize computer technology to handle high call volumes
Work with customer service manager to ensure proper customer service is being delivered
Compile reports on overall customer satisfaction; prepare and distribute customer activity reports
Handle changes in policies or renewals or processes
Resolve customer complaints via phone, email, mail or social media
Keeping records of customer interactions, transactions, comments and complaints.
Maintaining a positive, empathetic and professional attitude toward customers at all times.
Communicating with customers through various channels.
Ensure customer satisfaction and provide professional customer support; organize workflow to meet customer time frames Communicate and coordinate with internal departments
Provide feedback on the efficiency of the customer service process
Close out or open call records
To apply for this job, send your resume on pmcplconsultant@gmail.com