Customer Support Specialist 1 54 views

Critical accountabilities

  • Duties and responsibilities include the following but not limited to:
  • Responsible for handling incoming customer calls and any internal enquiry by providing administrative, sales support by answering requests via phone/email and transferring them to appropriate NI departments.
  • Proactively escalate issues to management and/or partner with other departments when necessary to ensure end to end resolution of customer requests/orders (where applicable)
  • Adhere to the determined work schedule to assure proper coverage based on business need and according to daily workload distribution.
  • Follow the work processes and workflows, adhere to policies and Meet Key Performance Index, Service Level Agreements, Quality expectations.
  • Proactively make suggestions to improve work processes and documentation


Core Activities of a Customer Care agent

  • Visitor Management – Addressing Visitors/ Guests
  • Addressing incoming calls and track all the phases in System Using Cisco, Olite and Oracle ERPs
  • Contact creation, Service request creation, Single Seat Software activation
  • Addressing basic Customer education / orders related queries
  • Coordinating with several internal department
  • Preparing documents and letters/orders.
  • Able to understand the customer needs and act accordingly
  • Execution of tasks according to SLA’s and standard work processes effective time management skills

Primary Knowledge, Skills and Abilities

  • Strong interpersonal and advanced communication skills (written and verbal).
  • Should possess qualities of tact, poise & diplomacy while interacting with diverse customers
  • Should have the ability to work independently and as part of a team, interface successfully with other departments in the organization
  • The candidate must have a very keen eye for detail and accuracy
  • Able to work in fast paced environment
  • Cooperative to reach team goals
  • Openness for continuous learning, Problem Solving skills
  • Applicants must have the ability to deliver consistently and on a very timely manner
  • Seek and provide timely feedback directly and constructively
  • Follow the work processes defined in the region-specific documents
  • Handle and enter customer information as needed in the respective ERP


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