Customer Care Agent III

BMC Software

1 - 5 years

7 - 11 Lacs

pune

Posted:13 hours ago| Platform:

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Skills Required

customer service customer care sales customer support technical support product support team management customer relationship workforce management english language epabx real time analysis team leading data entry rta internet wfm

Work Mode

Work from Office

Job Type

Full Time

Job Description

To ensure youre set up for success, you will bring the following skillset & experience:

Customer service and interpersonal skills.
Problem solving ability.
Ability to learn quickly.
Good Time Management
Attention to detail and ability to follow procedures.
Team player.
Excellent oral and written communication skills.
Self-motivated.
Fluency in written and spoken English is essential.
General I.T. knowledge would be an advantage.

Roles & Responsibilities:

Answer and route incoming customer telephone calls, e-mail, Web-issues to the appropriate product groups.
Resolve customer care issues for customers sometimes liaising with other departments within BMC to assure an accurate and timely resolution and correctly maintain the Service Cloud database.
Assign an appropriate severity level and priority to the customer query or problem within the Service Cloud application.
Create and correctly route Service Cloud cases to the various product support groups.
To review and work on the individual feedback from the various support functions regarding Service Cloud case processing.
Provide both written and over the phone English language support and translations for customer support cases.
Meet defined customer and region service level objectives and to plan and achieve the quarterly individual and team key targets.
Identify own education and training needs and build a personal development plan with the Team Lead.
To provide mentorship and training for new members to the CCC team.
Deputising for peers.
This position holds key relationships with the BMC Software customers, BMC Software Partners and Resellers, Customer Support Managers, Customer Contact Centre Team Leader, Customer Contact Centre Manager, Technical Support Analysts, Software Consultants, Developers and Sales Personnel.
Act as knowledge champion helping improve the quality of Knowledge Base.
Utilize the internal BMC systems during the support process and find new, innovative ways to make the process more efficient.
Identifies areas of business improvements and thus solving them with minimum direction
Shares knowledge as a process, mentors team members and invests time in helping the whole team perform better
This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, or contracted, as management may deem necessary.

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