Job Description

TITLE OF ROLE: Senior Customer Care Agent (Individual Contributor)
DEPARTMENT: ACCSS
REPORTS TO (ROLE): Manager – Customer Support
LOCATION: Chennai

Main purpose of the role/Position Summary:
Interact with customers to provide information in response to level 1 & 2 inquiries about products and services and to handle and resolve complaints. Provides customer service support by obtaining, analyzing and verifying the accuracy of information in a timely manner. Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained. Co-ordinates in the handling of difficult and/or unusual situations. Should be open to learn and handle additional responsibilities outside the basic KRAs.

Job Responsibility:

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  Interacts with customers, company sales and/or service representatives via telephone, email, text, chat or through other social media platforms, to handle a variety of pre-sales or post-sales service functions. Analyzes requests, provides solution or ascertains who best can provide the information, and routes the request to the appropriate department / individual
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  Resolves level 1 product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
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  Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges.
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  Contributes to team effort by accomplishing team metrics and SLA
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  Provides all billing related information to customers – help in resolving any billing issues
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  Receives, processes and verifies the accuracy of requests from customers utilizing the company’s internal tools and systems
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  Ensures and provides quality service to both internal and external customers.
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  Receives inquiries and contacts the organization’s other departments to resolve a variety of account related issues
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  Participates and provides expertise as a member of the Customer Care group
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  Attends regular meetings and feedback sessions

Qualifications & Experience:

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  Bachelor’s Degree or equivalent
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  1 to 5 or more years of experience

Specific Skills required:

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  Process-oriented with high attention to detail
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  Basic knowledge of computer - MS Windows & MS Office
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  Excellent written and verbal communication skills
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  Problem solving and analytical skills

Relationships:

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  INTERNAL: All internal teams
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  EXTERNAL: Customers