Job Description

Title: Customer Service Advisor Reports To: Customer Service ManagerNote - We Need Candidate having Experience In Us Voice Process .For more details Call -HR Aditya - 6388714857Position Summary :The Customer Service advisor serves as a primary point of contact for Citrix external and internal customers, end-users, and Citrix partners and distributors. The Customer Service Advisor handles all inbound requests from these sources and provides assistance in addressing these requests. Inquires can include but are not limited to, product orders, billing, renewals,customer account maintenance, technical support entitlement and product licensing.Primary Duties / Responsibilities :- Handles inbound customer inquiries in a 24/7 environment via CHAT, PHONE and EMAIL while adhering to established Service Level Agreements and Key Performance Indicators. Shifts are on rotational basis mainly during American business hours- Needs to handle all calls using excellent problem solving skills by accurately diagnosing the issue with the pre-defined knowledge base and possess excellent customer handling skills.- Create and assign leads to Sales following a successful lead qualification conversation- Entitle, case creation and routing of technical support inquiries to the adequate Technical Support engineer while keeping backlogs to the minimum- Proactively provide all the relevant information on the enquired product and explain the features, advantages, and benefits with the accurate technical specifications.- Initiate required action for issue resolution and communicate to the appropriate personnel including outbound calls for quicker resolution- Contributes to knowledge management system in the form of updating or creating policies and proceduresQualifications :- Excellent customer service attitude and the ability to interact with customers in a professional manner with deductive reasoning skills- Strong verbal and written communication skills as well as excellent listening skills- Flexible and adaptable to the ever-changing environment.- Able to resolve customer inquiries with minimal guidance- Work effectively in a team environment and collaborate cross-functionally- Ability to analyse information and evaluate results to resolve problems- Excellent organisational skills with the ability to prioritise, organize, and accomplish tasksRequirements (Education, Certification, Training, and Experience) :- Bachelor's Degree or equivalent Mandatory. Engineering/Technical Degree preferred- 2+ years of Customer Service / Technical Support experience in a fast paced, high volume, multi-tasked environment- Working knowledge of Microsoft Windows and Office suites is mandatory- Experience with CRM systems (Salesforce, SAP, Oracle, People Soft etc.) preferred (ref:updazz.com)