Customer Service Executive

Job Description

Vacancy Notification from Allied Digital Services Ltd. Urgent Requirement for Customer Service Executive at Kolkata (Female) Qualification: Graduate Experience: 5+ Years in IT Service / Coordination Location: Kolkata Interested candidate can send their updated CV to partha.roy@allieddigital.net Job Responsibilities 1. Must have knowledge of the ITIL Process and Ticketing tools (Technical Knowledge / Understanding of Hardware and Network Support will be preferred) 2. Handle Client Queries: Address customer inquiries via phone, email, or chat regarding software, hardware, or IT services. 3. Troubleshooting: Assist customers with basic troubleshooting of technical issues or coordinate with the tech team for resolution. 4. Customer Relationship Management: Maintain positive relationships with clients to ensure satisfaction and long-term engagement. 5. Service Ticket Management: Log, track, and manage customer issues using CRM or ticketing tools (like DigitalDesk, Symphony, Service Now etc.). 6. Follow-ups: Regularly follow up on open issues, service renewals, or feedback from clients. 7. Sales Coordination Responsibilities: Assist the sales team by preparing quotations, proposals, and necessary documents. 8. Order Processing: Coordinate with internal departments for order fulfillment, delivery schedules, and invoicing. 9. Lead Management: Help track and manage sales leads using CRM tools, and coordinate follow-ups. 10. Client Onboarding: Support the onboarding process for new clients by setting up accounts, services, and initial configurations. 11. Product Knowledge: Maintain a good understanding of IT products/services to explain features and benefits to customers effectively. 12. Liaise with Tech Teams: Coordinate with technical teams to escalate and resolve client issues. 13. Cross-Department Collaboration: Work closely with marketing, finance, and operations teams to ensure smooth customer experiences. 14. Documentation: Maintain proper documentation of client communications, feedback, and service issues. 15. Daily, Weekly, and Monthly Report creation and submission. Job Types: Full-time, Permanent Pay: ₹300,000.00 - ₹380,000.00 per year Benefits: Cell phone reimbursement Health insurance Internet reimbursement Leave encashment Life insurance Paid sick time Provident Fund Schedule: Day shift Education: Bachelor's (Preferred) Experience: Technical ServiceDesk: 3 years (Required) in total IT Sales and Service Support: 5 years (Required) Language: English (Required) Hindi (Preferred) License/Certification: ITIL Certification (Required) MCSE (Preferred) CCNA (Preferred) Work Location: In person