Job Summary We are looking for an experienced Customer Service Representative (CSR) who is responsible for providing highquality customer support through inbound voice calls, primarily handling customer inquiries, resolving issues, and offering information about products or services in a professional, courteous, and efficient manner. This role requires strong communication skills, a customer-focused approach, and the ability to manage multiple tasks in a fast-paced environment. Essential Duties and Responsibilities • Managing incoming calls and customer service inquiries • Identifying and assessing customers needs to achieve satisfaction • Build sustainable relationships and trust with customer accounts through open and interactive communication • Resolves product or service problems by clarifying the customers complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. • Provide accurate, valid and complete information by using the right methods/tools • Meet personal/customer service team sales targets and call handling quotas • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution • Keep records of customer interactions, process customer accounts and file documents Requirements • Ability to stay calm when customers are stressed or upset • Excellent Communication skills in English • Comfortable using computers • Experience working with customer support.Excellent written and verbal communication skills. • Solid organizational skills including attention to detail and multi-tasking skills.
Customer Service Representative Location: Gurgaon, Sector-32 Shift: US Shift Process: Inbound Voice Work From Office One side cab & one side travel allowance Package Up to- 5LPA Immediate Joiners only. Interested folks can share their CV Hkaur2@advatix.com Job Summary We are looking for an experienced Customer Service Representative (CSR) who is responsible for providing high quality customer support through inbound voice calls, primarily handling customer inquiries, resolving issues, and offering information about products or services in a professional, courteous, and efficient manner. This role requires strong communication skills, a customer-focused approach, and the ability to manage multiple tasks in a fast-paced environment. Essential Duties and Responsibilities Managing incoming calls and customer service inquiries Identifying and assessing customers needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Resolves 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, and following up to ensure resolution. Provide accurate, valid and complete information by using the right methods/tools Meet personal/customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents. Requirements Ability to stay calm when customers are stressed or upset Excellent Communication skills in English Comfortable using computers Experience working with customer support. Excellent written and verbal communication skills. Solid organizational skills including attention to detail and multi-tasking skills.
Customer Service Representative Location: Gurgaon, Sector-32 Shift: US Shift Process: Inbound Voice Work From Office One side cab Package Up to- 5LPA Immediate Joiners only. Interested folks can share their CV Hkaur2@advatix.com Job Summary We are looking for an experienced Customer Service Representative (CSR) who is responsible for providing high quality customer support through inbound voice calls, primarily handling customer inquiries, resolving issues, and offering information about products or services in a professional, courteous, and efficient manner. This role requires strong communication skills, a customer-focused approach, and the ability to manage multiple tasks in a fast-paced environment. Essential Duties and Responsibilities Managing incoming calls and customer service inquiries Identifying and assessing customers needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Resolves product or service problems by clarifying the customers complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. Provide accurate, valid and complete information by using the right methods/tools Meet personal/customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Requirements Ability to stay calm when customers are stressed or upset Excellent Communication skills in English Comfortable using computers Experience working with customer support. Excellent written and verbal communication skills. Solid organizational skills including attention to detail and multi-tasking skills.
Job Title: Customer Service Team Leader Location: Gurugram Sec-32, Work from Office Company: Advatix Reports To: Customer Service Manager / Operations Manager Work From Office 5 days working and 2 Rotational off US Shifts Immediate Joiners only Interested candidates can share their CV hkaur2@advatix.com Position Summary: We are seeking a dynamic and results-driven Customer Service Team Leader to guide and support a team of Customer Service Representatives (CSRs) in delivering exceptional customer experiences. The ideal candidate will be a natural leader, skilled communicator, and problem-solver with a strong understanding of logistics and service excellence. Key Responsibilities: Lead, mentor, and develop a team of customer service representatives to achieve performance targets and service standards. Monitor team performance through KPIs, including response time, resolution rate, CSAT, and quality assurance metrics. Handle complex or escalated customer issues with professionalism and a solutions-oriented approach. Conduct regular team meetings, performance reviews, and training sessions to ensure continuous improvement. Collaborate with cross-functional teams (operations, logistics, IT) to streamline processes and resolve systemic issues. Provide accurate reporting and insights to management, highlighting trends, challenges, and opportunities. Maintain up-to-date knowledge of company products, systems, and procedures to guide the team effectively. Ensure adherence to company policies, procedures, and compliance standards. Qualifications: Bachelors degree in business, Communications, Supply Chain, or a related field preferred. 3+ years of experience in customer service, with at least 1-2 years in a team lead or supervisory role. Experience in logistics, eCommerce, or supply chain environments is highly desirable. Strong leadership and coaching skills with a passion for team development. Excellent verbal and written communication skills. High proficiency with customer service tools and platforms (e.g., Zendesk, Salesforce, Freshdesk). Ability to manage time, prioritize tasks, and thrive in a fast-paced environment.
Sr. Accountant Job Type: Full Time Location: Gurgaon Job Overview: - We are seeking an experienced Sr. Accountant with a solid background in US accounting practices,The Sr. Accountant is responsible for managing and performing various accounting tasks to ensure the accuracy and integrity of financial records. This role involves preparing financial statements, reconciling accounts, and supporting month end processes, preparing financial reports and contributing to the overall financial operations of the organization. Key Responsibilities: General Ledger Accounting: Maintain and update the general ledger with accuracy and timeliness Post journal entries and ensure proper documentation and accuracy. Perform month-end, quarter end and year-end close proceure. General Ledger Accounting Prepare accurate and timely financial statements, including balance sheets, income statements, and cash flow statements. Assist in the preparation of internal and external financial reports. Ensure compliance with US Gaap and company policies Reconciliation: Reconcile key accounts including bank , AR, AP, Intercompany and general ledger accounts. Investigate and resolve discrepancies in a timely manner. Assist with internal control processes and documentation Special Projects: Participate in special projects and ad-hoc financial analyses as required. Support process improvement initiatives to enhance efficiency and effectiveness. Bachelors degree and at least one related internship Master’s degree in lieu of the above requirements 5-7 years of progressive accounting experience, preferably a mid to large international organization Ability to multi task and meet deadlines Ability to work Eastern Standard Time Zone, USA. Preferred Skills: Proficiency in accounting software (e.g., Netsuite, Microsoft Dynamix,s, SAP, Oracle). Strong knowledge of Generally Accepted Accounting Principles (GAAP). Excellent analytical and problem-solving skills. Strong attention to detail and accuracy. Proficient in Microsoft Office Suite, particularly Excel.
Role & responsibilities 1 Very Strong written and verbal communication skills (English) International BPO experience will be a add on. 2 Customer/ Client Handling Skills. 3 Ability to work during all shifts. 4 Experience in any product/process/soft skill/up-skilling training. 5 1- 5 years of experience in Training. They are responsible for designing and conducting training programs that enhance the skills and knowledge of employees in specific processes. Basic training terminology and knowledge about grad rate/ NTP/ T3 etc.
Designation- Operations Manager Location: Gurugram Sector- 32 Shift: US Shift Work From Office One side cab Immediate Joiners only. Interested folks can share their CV Hkaur2@advatix.com Call- 8448778081 Job Summary An Operations Manager is a professional who ensures that everything runs smoothly from one day to another. They maximize processes and procedures while meeting customer/Client expectations in terms of cost-effectiveness ,Growth and Development. Major Areas of Performance 1. Team Leadership and People Management Lead, motivate, and manage a team of supervisors, team leaders, and front-line agents to ensure operational goals and KPIs are met. Ensure proper staffing levels through effective resource planning, recruitment, and retention strategies. Provide regular coaching, feedback, and performance evaluations to direct reports. Foster a positive and collaborative work environment, maintaining high levels of team morale and engagement. Manage and resolve any HR issues such as performance problems, disciplinary actions, and employee relations matters. 2. Client and Stakeholder Management Act as the primary point of contact for clients, managing relationships and ensuring alignment on service expectations, SLAs, and project milestones. Conduct regular client meetings to review performance, address issues, and ensure continuous improvement in service delivery. Provide strategic input into client proposals, new projects, and scope changes, collaborating with account management teams to secure client satisfaction. Ensure all contractual obligations are met, including quality standards, SLAs, and KPIs. 3. Operational Excellence and Process Improvement Oversee daily operations, ensuring that processes are streamlined and that tasks are completed in an efficient, accurate, and timely manner. Identify and implement process improvements to increase operational efficiency, reduce costs, and enhance service quality. Lead root cause analysis for operational inefficiencies or service disruptions and implement corrective actions. Ensure consistent adherence to company policies, industry regulations, and best practices. 4 . Performance Management and Reporting Establish, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs) for individual teams and operations as a whole. Analyze operational data to identify trends, areas for improvement, and opportunities for innovation. Prepare and present regular reports to senior management on operational performance, including financial performance, productivity, quality metrics, and client satisfaction. Take ownership of action plans for underperforming areas and track progress. 5. Quality Assurance and Compliance Ensure adherence to quality standards across all operations, conducting regular audits, reviews, and feedback sessions. Oversee the development and implementation of quality assurance frameworks to ensure high standards of service delivery. Ensure compliance with all relevant regulatory requirements, data protection laws (e.g., GDPR), and client-specific guidelines. Drive a culture of continuous improvement through regular quality assessments, training programs, and corrective actions. 6 . Budgeting and Financial Oversight Assist in budget planning and manage operational costs to ensure profitability and efficiency. Monitor and control expenses to stay within budgetary limits, ensuring cost-effective service delivery. Identify opportunities for cost-saving initiatives without compromising quality or client satisfaction. 7. Technology and Tools Optimization Work closely with IT and technical teams to leverage technology for process automation and improved productivity. Ensure the team is trained in the use of operational tools, CRM systems, and other relevant technology to drive efficiency. Stay abreast of emerging technologies and trends in BPO operations and apply them where applicable. Qualification Requirements: Bachelor's degree in Business Administration, Operations Management, or related field (Master's degree or MBA preferred). Experience: 8+ years of experience in BPO operations/Staff Augmentation with at least 4 years in a managerial or leadership role. Proven track record in managing and scaling BPO operations, with a strong understanding of the specific challenges and opportunities in the industry. Experience in client-facing roles, managing client relationships, and delivering customer service excellence. Familiarity with contact center technologies, CRM systems, and performance management tools. Skills: 1.Strong leadership, team management, and interpersonal skills. 2.Excellent communication and presentation skills (written and verbal). 3.Strong analytical and problem-solving abilities, with the capacity to make data-driven decisions. 4.Experience with performance management, process optimization, and continuous improvement methodologies (e.g., Lean, Six Sigma). 5.Sound financial acumen, including budgeting, forecasting, and cost control. 6.Knowledge of relevant industry regulations and compliance standards. 7.Ability to manage multiple projects, prioritize tasks, and meet deadlines in a fast-paced environment. Core Competencies: 1 Leadership & Motivation: Ability to inspire, lead, and build high-performing teams. 2.Client Management: Proven ability to develop and maintain strong client relationships. 3.Operational Strategy: Ability to develop and implement effective strategies to optimize operations. 4.Quality Focus: Strong commitment to maintaining high-quality standards and improving service delivery. 5.Data-Driven Decision Making: Ability to analyze data and make informed decisions to enhance performance. 6.Adaptability & Problem Solving: Comfortable working in dynamic environments and solving complex operational challenges. Work Environment & Conditions: This is an office-based role Flexible working hours may be required to accommodate clients in different time zones. Occasional travel may be required for client meetings, operational audits, or training.
Job Title: Customer Service Team Leader Location: Gurugram Sec-32, Work from Office Company: Advatix Reports To: Customer Service Manager / Operations Manager Shifts- US Shift (Night Shift) Excellent Communication Skills Immediate Joiner only. Interested folks can share their CV- Hkaur2@advatix.com Call- 8448778081 Position Summary: We are seeking a dynamic and results-driven Customer Service Team Leader to guide and support a team of Customer Service Representatives (CSRs) in delivering exceptional customer experiences. The ideal candidate will be a natural leader, skilled communicator, and problem-solver with a strong understanding of logistics and service excellence. Key Responsibilities: Lead, mentor, and develop a team of customer service representatives to achieve performance targets and service standards. Monitor team performance through KPIs, including response time, resolution rate, CSAT, and quality assurance metrics. Handle complex or escalated customer issues with professionalism and a solutions-oriented approach. Conduct regular team meetings, performance reviews, and training sessions to ensure continuous improvement. Collaborate with cross-functional teams (operations, logistics, IT) to streamline processes and resolve systemic issues. Provide accurate reporting and insights to management, highlighting trends, challenges, and opportunities. Maintain up-to-date knowledge of company products, systems, and procedures to guide the team effectively. Ensure adherence to company policies, procedures, and compliance standards. Qualifications: Bachelor's degree in business, Communications, Supply Chain, or a related field preferred. 3+ years of experience in customer service, with at least 1-2 years in a team lead or supervisory role. Experience in logistics, eCommerce, or supply chain environments is highly desirable. Strong leadership and coaching skills with a passion for team development. Excellent verbal and written communication skills. High proficiency with customer service tools and platforms (e.g., Zendesk, Salesforce, Freshdesk). Ability to manage time, prioritize tasks, and thrive in a fast-paced environment.
We are seeking a highly skilled and detail-oriented Assistant Controller to oversee the financial operations and reporting functions of our US-based entities. This role is responsible for maintaining accounting principles, practices, and procedures to ensure accurate and timely financial statements and compliance with US GAAP and regulatory requirements. Shift: US, WFO Key Responsibilities: Lead all accounting operations, including Billing, A/R, A/P, GL, Cost Accounting, Inventory Accounting, and Revenue Recognition. Prepare and publish timely monthly, quarterly, and annual financial statements. Coordinate the preparation of regulatory reporting and ensure compliance with US GAAP. Manage the annual audit process, liaising with external auditors and ensuring timely completion. Establish and maintain internal controls and financial procedures to mitigate risk and safeguard company assets. Assist with budgeting, forecasting, and variance analysis. Oversee month-end and year-end close processes and suggest improvements. Ensure quality control over financial transactions and financial reporting. Manage and mentor the accounting team, ensuring professional development and high performance. Evaluate accounting software and systems and recommend process improvements. Partner with cross-functional teams, including FP&A, tax, legal, and operations. Qualifications: Bachelors degree in accounting, Finance, or related field (CPA or CA would be preferred). 10+ years of progressive accounting/finance experience, with at least 7 years in a controller or senior management role. Proven experience in both Professional Services and Manufacturing sectors Strong knowledge of US GAAP, tax regulations, and compliance requirements. Experience with ERP systems (e.g., Dynamics SL, Concur and advanced Excel skills). Ensuring adherence to local, state and federal financial regulations. Excellent leadership, analytical, and communication skills. High attention to detail and ability to prioritize and manage multiple tasks. Preferred Skills: Experience in a public company or Big 4. International accounting experience is a plus.
PRIMARY OBJECTIVE OF POSITION: The Business Analyst is a strategic team member responsible for eliciting, documenting, and driving to completion the product requirements defined by the client as a business need. As the BA, you are business centric in your approach, working with diverse business entities to identify concise requirements, define user stories and provide As-Is, To-Be, and GAP analysis. You will be highly collaborative, are able to 'read between the lines', and able to build and maintain strong relationships as you represent the client/customer needs to the IT teams. You will assist in UAT, create training documents and assist with knowledge transfer. In smaller, non PMO projects, you will assume project manager responsibilities. MAJOR AREAS OF PERFORMANCE: Conduct interviews to gather the business need, document that need in clear, testable requirements Collaborate with the Business and IT teams in the planning, design, development, and deployment of new applications and enhancements to existing applications. Partner with Business and IT teams to derive consensus on the best solution to business problems Partner with technical teams to understand existing configuration and modifications required for the delivery of solutions, enhancements, and customer migrations Document requirements in the form of user stories and epics Develop and contribute to use case/user stories documentation and estimates Develop and contribute to the technical system documentation of requirements Develop models and document business processes and business rules/decision models Develop knowledge transfer documentation and conduct initial training sessions Support the end users questions and issues as we implement new solutions Actively contribute to the results of a team and work toward achieving team goals and objectives Contribute to the mentoring of less experienced BA's and improve the business analysis and technical functions through best practices and education o Work with partner BAs and review their deliverables to ensure they meet guidelines QUALIFICATIONS (EXPERIENCE, EDUCATION, KNOWLEDGE, SKILLS) REQUIRED: This role requires experience as a Business Analyst in deriving requirements and creation of a variety of BA deliverables including graphical models • Excellent phone etiquette, diction, and succinctness • Able to work with minimal direction and supervision • Strong interpersonal communication skills (written, verbal, presentation, negotiation) • Technical aptitude to complement your business knowledge • Experience with multiple SDLC including waterfall, agile, or hybrid methodologies • Experience in supply chain from OMS through TMS is a plus • CBAP or other Business Analysis certification is a plus • 4 year college degree preferred 2 of 2 Supervisor, Facilities 12/2013 PHYSICAL REQUIREMENTS This position requires the following physical activities: reaching, sitting, lifting, finger dexterity, grasping, feeling, repetitive motions, talking, hearing and visual acuity.
Job Title: BPO Team Leader Location: Gurgaon, Work from Office Company: Advatix APAC Logistics Pvt. Ltd. Position Summary: We are seeking a dynamic and results-driven BPO Team Leader to guide and support a team of Customer Service Representatives (CSRs) in delivering exceptional customer experiences. The ideal candidate will be a natural leader, skilled communicator, and problem-solver with a strong understanding of logistics and service excellence. Key Responsibilities: Lead, mentor, and develop a team of customer service representatives to achieve performance targets and service standards. Monitor team performance through KPIs, including response time, resolution rate, CSAT, and quality assurance metrics. Handle complex or escalated customer issues with professionalism and a solutions-oriented approach. Conduct regular team meetings, performance reviews, and training sessions to ensure continuous improvement. Collaborate with cross-functional teams (operations, logistics, IT) to streamline processes and resolve systemic issues. Provide accurate reporting and insights to management, highlighting trends, challenges, and opportunities. Maintain up-to-date knowledge of company products, systems, and procedures to guide the team effectively. Ensure adherence to company policies, procedures, and compliance standards. Qualifications: Bachelors degree in business, Communications, Supply Chain, or a related field preferred. 6+ years of experience in customer service, with at least 3 years in a team lead or supervisory role. Experience in logistics, eCommerce, or supply chain environments is highly desirable. Strong leadership and coaching skills with a passion for team development. Excellent verbal and written communication skills. High proficiency with customer service tools and platforms. Ability to manage time, prioritize tasks, and thrive in a fast-paced environment.
Advatix , a GCG Company, is a team of the worlds top supply chain & logistics experts with a laser focus on helping organizations scale up their business profitability. Our team is comprised of industry leaders with extensive experience in global operations. Our goal is to help businesses be the industry leader. GGC Group includes three companies that help accelerate profitable growth for the companies we serve. Website: www.advatix.com | www.xpdel.com | www.archway.com JOB DESCRIPTION AM Quality Analyst Job Summary We are looking for a motivated and detail-oriented Quality Analyst at the Assistant Manager level to join our team. The ideal candidate will be responsible for ensuring the delivery of high-quality service to our clients through performance monitoring, process improvement, and team training. This role requires a strong understanding of analytical skills, and the ability to work collaboratively with both operations and client teams. Essential Duties and Responsibilities Quality Monitoring: Participates in design of call monitoring formats and quality standards. Performs call monitoring and provides trend data to site management team. Monitor and evaluate agent performance to ensure adherence to client quality standards and KPIs. Audit & Feedback: Conduct regular audits of calls, emails, chats, and other interactions to ensure consistency with service quality standards. Provide constructive feedback to agents to enhance performance. Performs monitors of customer care email responses. Performance Reporting: Uses quality monitoring data management system to compile and track performance at team and individual level. Generate and analyze performance reports and share insights with management. Identify trends and areas for improvement. Training & Development: Develop and deliver training sessions to agents and teams on quality expectations, new procedures, and best practices. Coordinates and facilitates call calibration sessions for call center staff. Process Improvement: Collaborate with operations teams to identify process inefficiencies or quality gaps and work towards continuous improvement initiatives. Provides feedback to call center team leaders and managers. Prepares and analyzes internal and external quality reports for management staff review. Client Interaction: Act as the point of contact for client-related quality concerns and ensure that client requirements are met consistently. Team Leadership: Assist in managing a team of Quality Analysts, providing guidance, support, and leadership. Provides actionable data to various internal support groups as needed. Root Cause Analysis: Investigate performance issues and conduct root cause analysis to drive corrective actions and long-term solutions. Compliance: Ensure all processes are in compliance with both internal standards and client-specific requirements. Perform other duties as assigned. Qualifications: Experience: 5-8 years of experience in BPO quality management, with at least 1-2 years at a supervisory or assistant manager level. Skills: Strong analytical and problem-solving skills Excellent communication and interpersonal skills Proficiency in quality monitoring tools and software Familiarity with industry standards and best practices in quality assurance Education: Bachelor's degree or equivalent experience in a related field. Certifications: Any relevant quality certifications (e.g., Six Sigma, Lean) are a plus. Desired Attributes: Strong leadership capabilities, with the ability to motivate and manage a team effectively. Excellent attention to detail and a commitment to delivering high-quality service. Ability to manage multiple tasks and work in a fast-paced environment. Strong customer-centric mindset, with a focus on improving the customer experience.
Job description tailored for a Client Service Coordinator Job Title: Client Service Coordinator Logistics (B2B Email Process) Department: Logistics / Client Services Location: [Work from oice] Reports To: Team Lead/ Client Services Supervisor Job Summary: We are seeking a detail-oriented and proactive Client Service Coordinator to support our Logistics operations through eicient handling of B2B communications via email. The ideal candidate will act as the key liaison between our internal logistics team and external business clients, ensuring timely, accurate, and professional coordination of orders, shipments, and related queries. This role is email-driven, requiring excellent written communication, organization, and multitasking skills. Key Responsibilities: Client Communication (Email): o o o Serve as the primary point of contact for B2B clients through professional email correspondence. Respond promptly to inquiries related to order status, shipping schedules, delays, documentation, and returns. Maintain a courteous and service-focused tone in all client interactions. Order & Shipment Coordination: o Collaborate with internal logistics, warehouse, and sales teams to ensure smooth processing and fullment of client orders. o o Track shipments and proactively communicate updates to clients. Address any discrepancies or delays, and work on quick resolution. ¢ Documentation & Reporting: o Prepare, review, and send logistics-related documents such as invoices, packing lists, and shipping conrmations. o Maintain accurate records of client interactions, issues, and resolutions in internal systems or CRM tools. o Generate regular reports on client service metrics and email ticket volumes. ¢ Process Improvement: o Identify recurring issues or ineiciencies in the email handling or logistics process and recommend improvements. o Contribute to updating SOPs and knowledge base for consistent service delivery. Qualications: ¢ Bachelors degree in Business, Logistics, Supply Chain Management, or a related eld. ¢ 13 years of experience in a client service or logistics coordination role, preferably in a B2B environment. ¢ ¢ Strong written communication skills with attention to tone, grammar, and clarity. Familiarity with supply chain processes, shipping documentation, and order lifecycle. ¢ ¢ Experience using CRM systems, order management tools, or ticketing platforms. Procient in Microsoft Oice (especially Outlook, Excel, and Word). Key Competencies: ¢ ¢ ¢ ¢ ¢ Customer-centric mindset with a problem-solving attitude. High attention to detail and organizational skills. Ability to manage multiple email threads and prioritize tasks eectively. Strong team collaboration and internal coordination capabilities. Ability to work under pressure and meet tight deadlines. Preferred: ¢ ¢ ¢ Experience with ERP or logistics platforms (e.g., SAP, Oracle, NetSuite). Prior work in international logistics or freight coordination is a plus. Understanding of Incoterms and customs documentation.
Responsibilities:- • Serve as the first point of contact for customers seeking technical assistance over the phone or email • Handle phone calls/emails and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers. • Perform remote troubleshooting through diagnostic techniques and pertinent questions • Facilitate or escalate customer issues and complaints, both internally and externally. • Direct unresolved issues to the next level of support personnel • Co-ordinate all consumable calls in order to enable dispatch of Client & Multi-vendor consumables to customers. • Co-ordinate all Break/Fix calls in order to enable dispatch of Client & Multi-vendor engineers to customers. • Liaise with Various Helpdesks, Client and Third-Party Service Providers escalating through these avenues to close • Install and test desktop software applications including antivirus and internet browsers. • Diagnose and troubleshoot technical issues, including account setup and network configuration • Setup desktop computers and peripherals and test network connections • Flexibility to take on additional tasks as directed by Team Lead. • Validate Customer details and requirements on data entry, categorize and deal with appropriately. • Maintain accurate database information. • Obtain call closures details on all dispatched calls. Requirements • Proficiency in English • Knowledge of Computers and basic understanding of Networks, Telephony, VPN, with an excellent knowledge of MS Office • Working knowledge of a customer focused environment. • Proven record of delivery of excellent customer service with a minimum 1-year experience in multi-cultural customer service Call Centre environment • Effective interactive skills and ability to work as part of a team • Able to maintain and project a helpful and courteous attitude in any circumstances
Shift: US Shift Process: Inbound Voice Job Summary We are looking for an experienced Customer Service Representative (CSR) who is responsible for providing high- quality customer support through inbound voice calls, primarily handling customer inquiries, resolving issues, and offering information about products or services in a professional, courteous, and efficient manner. This role requires strong communication skills, a customer-focused approach, and the ability to manage multiple tasks in a fast-paced environment. Essential Duties and Responsibilities • Managing incoming calls and customer service inquiries • Identifying and assessing customers needs to achieve satisfaction • Build sustainable relationships and trust with customer accounts through open and interactive communication • Resolves product or service problems by clarifying the customers complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. • Provide accurate, valid and complete information by using the right methods/tools • Meet personal/customer service team sales targets and call handling quotas • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution • Keep records of customer interactions, process customer accounts and file documents Requirements • Ability to stay calm when customers are stressed or upset • Excellent Communication skills in English • Comfortable using computers • Experience working with customer support.Excellent written and verbal communication skills. • Solid organizational skills including attention to detail and multi-tasking skills.
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