Customer Service Rep II (Evoqua BPO)

Job summary

The Client Operations Coordinator handles customer inquiries and operational tasks to ensure accurate order processing returns and billing corrections. This role coordinates cross-functional teams to resolve issues end-to-end maintains trackers and client reporting and supports regular client communications.

Job Responsibilities:

• Handle and customer service inquiries and problems via telephone email or written correspondence.
• Answer inquiries process bookings or requirements quotes and resolve issues based on phone calls/email from customers etc.
• Triage resulting rework to appropriate staff.

• Documents and track contacts with customers dealers internal department operations and accounts.

• Managing the No Reply mailbox: monitoring triaging and actioning items that involves contact updates
• Coordinate credit & rebill cases: gather details work with relevant teams ensure accuracy and complete case closure.
• Use computerized system for tracking information gathering and/or troubleshooting.
• Utilize limited knowledge of company products and/or services to provide service to customers.
• Responding to customer inquiries by referring them to published materials or processes secondary sources or more senior staff.
• Process RMAs and follow up with internal teams and customers until resolution.
• Ensuring tracker hygiene: timely updates complete documentation and clean status management
• Preparing and/or consolidating reporting updates for client submission (daily/weekly/monthly as required)
• Bi-weekly client meeting reporting / client collaboration

Additional Note:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this job.

Skills Licenses Knowledge Education and Training Requirements:

• Bachelors degree or vocational in any field.
  • Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
• Excellent in oral and written English communication.
• Customer Service and Sales professional experience a strong advantage.
• Experience with client management - customer satisfaction retention and service quality is a significant advantage
• Strong coordination multi-tasking and prioritization skills.
• Excellent customer service skills
• High attention to detail and accuracy in documentation and reporting.
• Comfortable working under pressure and adapting to change.
• Moderate computer knowledge
• Proficient with word processing spreadsheets presentation software and database systems.
• Reliable accountable and able to collaborate effectively with cross-functional teams.
• Ability to gain skills and knowledge from project-specific training.
• Strong analytical skills and is able to maintain accuracy and production standards.

Level of Knowledge Skills and Authority:

• Applies job skills policies and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity.
• Exercises judgment within defined guidelines and practices to determine appropriate action.

Technical and home setup Requirements:

• Stable internet connection for WFH setup; backup mitigation. 50-100mbps
• Quiet working space that will avoid any background noise during working hours.

This job description is intended to describe the general nature and level of work performed. It is not an exhaustive list of all responsibilities duties or skills required.