Sr Customer Service Representative

Overview

Senior Customer Service Representative in the Bangalore Customer Support Center, handling high-end order processing for assigned regions, including North America, EMEA and APJ Order Management.

What you'll do

• Perform high-end order processing tasks requiring in-depth knowledge and experience for assigned regions using Oracle JD Edwards, SAP and other applications used by the function.
• Ensure adherence to all internal and external processes with no slippage on transactions taken up for financial-impacting processes or actions.
• Solve complex problems, take fresh opinions using existing solutions, and actively participate in process calls, sharing ideas with teams and partners to improve processes.
• Work independently with minimal mentorship.
• Collaborate across the team to ensure mistakes are not repeated by team members.
• Engage in activities to provide an enhanced customer experience.
• Ensure adherence to organizational procedures, policies and systems.
• Ensure performance metrics and SLAs are met, and enforce daily turnaround time for orders per set TAT guidelines.
• Proactively call out issues that can potentially hamper business processes.
• Supply to team effort by accomplishing related results as needed.
• Represent the company well by being responsible, punctual and self-motivated.

What you'll need

• Hands-on experience in Order Management, 3-5 years.
• Strong digital literacy, including Microsoft Office.
• Excellent verbal and written communication and interpersonal skills.
• Highly detailed and organized, with excellent analytic and problem-solving abilities.
• Ability to multi-task, prioritize and lead time efficiently.
• Ability to work in a fast-paced environment.
• Customer orientation and ability to adapt and respond to different types of tasks.

Nice to have

• Bachelor's degree (Arts, Science, Commerce, Business Administration).

Details

• Location: Bangalore, India.
• Work schedule: Standard (Mon-Fri), with flexibility to work night shift.
• Reports to: Team Leader, Customer Service.
• Environmental conditions: Office.