Customer Service Specialist I

Overview

Customer Service Specialist I role in the Bangalore Customer Support Center, supporting North America, EMEA and APJ Order Management and other back-office functions.

What you'll do

• Act as a subject matter expert for a wide range of platforms and perform high-end order processing tasks for assigned regions using Oracle JD Edwards, SAP and other applications used by the function.
• Work independently, with guidance only in the most complex situations.
• Ensure adherence to all internal and external processes with no slippage on transactions for financially impacting processes or actions.
• Solve complex problems, take new perspectives using existing solutions, actively participate in process calls and share ideas with teams and partners to improve processes.
• Adhere to daily turnaround time for orders as per set TAT guidelines and ensure performance metrics and SLAs are met.
• Work with the Team Leader or Supervisor to ensure proper customer service is delivered.
• Build collaborative relationships internally and externally to ensure mistakes are not repeated by team members.
• Audit and handle customer complaints, providing appropriate solutions and alternatives to proactively resolve them.
• Build sustainable relationships of trust through open and interactive communication.
• Ensure adherence to organizational procedures, policies and systems.
• Handle administration, order management, quotations and master data maintenance.

What you'll need

• Preferably a Bachelor's degree in Arts, Science, Commerce or Business Administration.
• 4.5-7 years of hands-on experience in Order Management.
• Proven customer support experience or experience as a client service representative.
• Excellent verbal and written communication and interpersonal skills.
• Customer-oriented, with the ability to adapt and respond to different types of tasks.
• Highly detail-oriented and organized, with excellent analytic and problem-solving abilities.
• Strong computer skills, including Microsoft Office.
• Ability to multi-task, prioritize and manage time effectively.
• Ability to work under pressure.
• Flexible to work night shifts.

Details

• Location: Bangalore, India.
• Work schedule: Standard, Monday to Friday, with night shifts required.
• Four shifts working over a 22-hour window per day at the Bangalore Customer Support Center.
• Environmental conditions: Office.