Customer Support

Job Titles: Customer Service Specialist

Specify Location: Mumbai

Job Type: Full-Time

Education: Bachelors Degree

Experience Level: Entry to Mid-Level

Years of Experience : 3 years to 10 years.

About Us:

We are a dynamic and innovative Science and Materials Company committed to delivering exceptional service to our customers while driving profitability. As a Customer Service Representative you will play a crucial role as the interface between our valued customers and our business value chain partners. Join us in contributing to the success of our company by providing solutions to customers managing operational needs and collaborating closely with various functional partners.

Responsibilities / Duties:

1. Execute the order entry process and manage the order fulfillment process for a designated business or group of businesses and customers handling priority and foundational customers with a high degree of complexity.
2. Maintain a thorough knowledge of the companys products applications and service offerings within the assigned business portfolio.
3. Strengthen customer intimacy by developing solid relationships understanding customer needs and gathering market intelligence.
4. Coordinate activities at assigned customer accounts proactively address issues and implement solutions.
5. Maintain service levels according to business prioritization.
6. Differentiate between customer requirements and the companys capabilities choosing the best and most cost-effective solutions.
7. Support commercial strategies with customers across multiple businesses.

Required Skills:

Customer Service:

• Responding to customer inquiries requests and complaints via various channels (phone email chat social media).
• Providing information about products services and company policies.
• Assisting customers in solving problems or addressing issues they may encounter.

Problem Solving:

• Investigating and resolving customer issues complaints or disputes in a timely and effective manner.
• Escalating complex issues to higher levels of support or management when necessary.

Communication Skills:

• Communicating clearly and professionally with customers colleagues and other departments within the company.
• Providing clear and concise information to customers in a manner they can easily understand.

Sales Support:

• Identifying opportunities for upselling or cross-selling additional products or services.
• Collaborating with the sales team to provide support in achieving revenue goals.

Business Process:

• Developing and maintaining a deep understanding of the companys products and processes.
• Keeping up-to-date with changes and updates to product/service offerings.

Team Collaboration:

• Collaborating with colleagues especially in cross-functional teams to resolve issues or improve processes.

Core Responsibilities:

• Manage customer orders through end-to-end work processes and systems.
• Maintain a thorough knowledge of the businesses products applications and service offerings.

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