Customer Service Specialist

Work Timings: 24/7 (Rotational Shifts)

We are looking for talented individuals who are passionate about making a big impact on Customer Experience. The Global Support Consultant will be responsible for delivering high quality Level 1,1.5 & 2 support to the worlds largest Channel Data Management and Supply Chain Operating Network and Multi-Enterprise applications to meet our global customers Service Level Agreements and operational requirements. The successful candidate will be adaptable, detail-oriented, organized, have excellent communication (written & verbal), analytical and problem-solving skills.

Responsibilities:

• Part of a team maintaining a 24x7 Global Support Services working on incidents from phone calls, emails, and the company proactive monitoring system.
• Ensure critical customer issues are addressed quickly and effectively by collaborating with Customer Operations, Customer Success, Cloud Operations, Professional Services, and Product Development in a global environment.
• Provide accurate, valid, and complete information by using the right methods/tools and available resources
• Follow the Incident Management process when a Major Incident is identified or when client requests escalation
• Host Bridge calls for effective coordination, incident resolution, service restoration
• Monitor the entire platform 24/7
• Building analytical reports and dashboards for management reviews
• Conduct customer satisfaction survey internally, do analysis of the response received, plan action plans for improvement and work with team to ensure closure of the plan
• Maintain and update knowledge base articles consistently as new knowledge is discovered.
• Ensure KPIs are met consistently to achieve customer experience excellence.
• Ensure escalation and production support processes are followed.

Requirements:

Candidate must possess at least a Graduation in Advanced/Higher/Graduate Diploma, Bachelors Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent and any discipline with a minimum of 1-year work experience in handling international customers, working in Customer facing team. The ideal candidate should have the ability to demonstrate their experience in the following areas.

• Highly motivated and result oriented.
• Excellent written and verbal communication skills
• The candidate should possess good listening skills, and the ability to think quickly, to make a recommendation or solution to the customer's problem
• Candidate must be willing to work on 24/7 rotational shift
• Basic understanding of ITIL, incident and problem management would be an added advantage.
• Logical approach and excellent problem-solving skills.
• Attention to detail and ability to troubleshoot and provide feedback and solutions.
• Must be able to work well both in a team environment and independently under minimal supervision.
• Has shown the ability and willingness to learn new technologies, on own initiative.
• Ability to understand current processes followed within Global support, quickly adapt to it and be able to perform in a short span of time
• Ability to be committed to work in a challenging environment for a longer span.
• Should have exhibited integrity and respect in the current role.