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Customer Service Support

Keywords / Skills : Customer Support

0 - 3 years
Posted: 2019-09-06

Job Description
Job Description :

• Equipped with minimum 1-2 yrs of experience in Customer Service domain
• Adaptive to the project environment & execute the tasks independently Knowledge of MS Office
• Willing to work rotational shifts, including weekends.
• The associates deployed as a part of this engagement must be equipped to provide support in English, Hindi, Kannada and Tamil

Responsibilities : Multi Support / Customer Service Support Consultants
Ticket Handling, Monitoring & Dispatching
  • Monitor the open/unassigned, SLA breached & pending tickets and take necessary actions
  • Open/Unassigned- Ensure that ticket is assigned to a user & move the status to "In Progress" within the agreed SLA
  • For SLA breached Tickets - Escalate the tickets urgency to the RBEI Lead & coordinate with ticket assignment to dispatch or resolve the ticket
  • For Pending Tickets - Follow-up with end customer or other solution groups
  • Ticket resolution(FCR) – Resolve all tickets which are under scope of L1

  • Ordering Services
  • Samples Ordering
  • General & IT Ordering

  • Emergency Call (eCall) Services
  • Handling of incoming emergency calls (automatically and manual eCall) and handle them as per established SOP
  • Coordination with PSAP partners on phone to provide assistance to the callers.
  • Handling any ad hoc non eCall customer requests and provide basic information as per the knowledge base

  • Reporting Support
  • Generate reports from SAP & Portal tools
  • consolidate & generate customized reports as per the requirement
  • Coordinate with internal team members to deliver the reports
  • Reports received for the generation should be processed within the prescribed SLA

  • Key Skill(s)

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