Sr. Associates-Customer Service Jobs in Bangalore - DELL

Designation: Sr. Associates - Customer Service

Profile:

• As a Sr. Associate, scope of the job is to provide high level of customer experience by supporting these customers and Sales on order status, missing wrong damage, customer returns and customer escalation issues. This involves working closely with the various departments like Sales, Channel Sales, Manufacturing, Logistics, Tech support, Finance etc. internally. Work very closely with the Account managers of REL Sales segments and ensure highest level of Customer experience and Retention scores.

Eligibility:

• Recent graduates; candidates passed out in 2016 (No backlogs) 
• Excellent communication skills
• Willingness to work in Customer care & flexible around work timings (India & ANZ time zones)
• Communicating in Hindi preferred
• Right attitude & willingness to learn

Role & Responsibilities:

• Managing issues related to Order Status, Missing Wrong Damage or Return, and customer escalation both phone and email systems.
• Manage customer escalations on the highest priority and work with Account / sales manager for solutions and update mgmt.
• Engage with External Vendors - Forwarder and Services Provider to solve customer issue.
• Engage with other departments - e.g.: Sales, logistics, Technical Support etc. to work on process improvement.
• To interact and work with other Region Customer Care teams and the APJ PMO teams when the need arises.
• Responsible for setting realistic customer expectations, and meeting or exceeding these expectations.
• To verify and investigate into customer's complaints and drive for resolution within specified time frames
• Prepare daily/weekly performance reports
• Fully responsible for Customer Satisfaction and feedback for improvement.

Work timings: India & ANZ

Work location: Domlur, Bangalore

Salary: Best as per industry standard