Job Description

Vacancy Notification from Allied Digital Services Ltd.

Urgent Requirement for Customer Service Executive at Kolkata (Female)

Qualification: Graduate

Experience: 5+ Years in IT Service / Coordination

Location: Kolkata

Interested candidate can send their updated CV to partha.roy@allieddigital.net

Job Responsibilities

1. Must have knowledge of the ITIL Process and Ticketing tools (Technical Knowledge / Understanding of Hardware and Network Support will be preferred)

2. Handle Client Queries: Address customer inquiries via phone, email, or chat regarding software, hardware, or IT services.

3. Troubleshooting: Assist customers with basic troubleshooting of technical issues or coordinate with the tech team for resolution.

4. Customer Relationship Management: Maintain positive relationships with clients to ensure satisfaction and long-term engagement.

5. Service Ticket Management: Log, track, and manage customer issues using CRM or ticketing tools (like DigitalDesk, Symphony, Service Now etc.).

6. Follow-ups: Regularly follow up on open issues, service renewals, or feedback from clients.

7. Sales Coordination Responsibilities: Assist the sales team by preparing quotations, proposals, and necessary documents.

8. Order Processing: Coordinate with internal departments for order fulfillment, delivery schedules, and invoicing.

9. Lead Management: Help track and manage sales leads using CRM tools, and coordinate follow-ups.

10. Client Onboarding: Support the onboarding process for new clients by setting up accounts, services, and initial configurations.

11. Product Knowledge: Maintain a good understanding of IT products/services to explain features and benefits to customers effectively.

12. Liaise with Tech Teams: Coordinate with technical teams to escalate and resolve client issues.

13. Cross-Department Collaboration: Work closely with marketing, finance, and operations teams to ensure smooth customer experiences.

14. Documentation: Maintain proper documentation of client communications, feedback, and service issues.

15. Daily, Weekly, and Monthly Report creation and submission.

Job Types: Full-time, Permanent

Pay: ₹300,000.00 - ?380,000.00 per year

Benefits:

Cell phone reimbursement Health insurance Internet reimbursement Leave encashment Life insurance Paid sick time Provident Fund
Schedule:

Day shift
Education:

Bachelor's (Preferred)
Experience:

Technical ServiceDesk: 3 years (Required) in total IT Sales and Service Support: 5 years (Required)
Language:

English (Required) Hindi (Preferred)
License/Certification:

ITIL Certification (Required) MCSE (Preferred) CCNA (Preferred)
Work Location: In person