Client Support Coordinator Jobs in Bangalore - Quadmo Solutions Pvt Ltd Rideau Inc

• The Client Support Coordinator is an integral part of the Client Services Team. 
  
• Responsible for the efficient and effective coordination of client care.
  
• Respond to all recipients’ inquiries with efficiency and appropriate urgency by calls and/or emails within the set standard Service Level Agreement. 
  
• Investigate and follow up in errors/discrepancies in products ordered using the right communication channel.
  

• Provide timely and ongoing support and assistance to recipients through emails in CRM. Manage basic level of accounts based on size, SLAs, program rules and processes
  
• Answer overflow of recipient enquiries from Call Center 
  
• Resolve problems within the order management process. Create technical tickets when needed. Handle escalations from recipients to the Client Relationship & Program Management Team as need be and within the escalation procedure timeline.
  
• Manage redirects and escalate the Client Relationship Management group as need be Manage product replacements & communication to recipients
  
• Manage manual order processing
  
• Process and email return forms (RMA)
  
• Communicates discontinued/replacement products to client and recipients. Complete invoicing based on schedule.
  
• May be involved in client testing secondary browser
  
• May have to unlock recipient accounts (ex. for Social Recognition Programs) May perform other administrative duties.
  

• Supply Chain, Management, IT and Accounting Client’s recipients
  
• Performance Competencies / Criteria:
  
• Quality of work, Quality interactions with internal and external contacts to achieve defined goals
  
• Respond to client inquiries in a timely manner
  

• Basic knowledge of field’s concepts and practices within his/her unit
  
• Basic knowledge of company policies, procedures relevant to the unit Basic knowledge of business rules and procedures within unit
  
• Excellent verbal and written communication skills Customer oriented; Tactfulness and Courtesy
  
• Ability to handle high volumes, fluctuating workloads and multiple priorities within set time constraints
  
• Good analytical skills and problem solving abilities
  
• Decision Making / Judgment; Innovation / Creativity; Initiative Great versatility, enthusiasm and tenacity
  
• Ability to multi task; Time management / Organisational skills
  
• Detail-oriented self starters who possess strong project-management skills Accountability; Ability to handle clients with grace and confidence
  
• Team work, autonomy
  

Experience:

• From 6 months to a 1 year of experience minimum
  
• Basic knowledge of our programs (Service Award, Performance, Social Recognition etc.) and our processes
  
• Familiar with standard concepts, practices and procedures within his/her environment Ability to work in a fast-paced, constantly evolving team environment
  
• Ability to effectively work under pressure 
  

Education:

• Equivalent to a university degree (Administration) or any related field
  
• Experience and ability in common business applications (i.e. Microsoft Word, Excel, Outlook) and basic knowledge of our in-house systems (RCA / SA)
  
• Language:Bilingual (intermediate level)