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Home
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Jobs in Chennai
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Lennox India Technology Centre (LITC)
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Customer Service Specialist II

Job Inactive: This job listing is currently inactive as we found similar jobs.

Customer Service Specialist II

Lennox India Technology Centre (LITC)

3 - 6 years

6 - 11 Lacs

Chennai

Posted:8 hours ago| Platform:

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Skills Required

Administration Career development Basic HVAC Conflict resolution Customer service Customer experience Refrigeration CRM Salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

Job Description

Communication Skills:

Fluent English Proficiency:
As the role supports U.S. consumers, fluency in English is essential. This includes clear verbal communication, proper pronunciation, and professional tone.
Excellent Verbal and Written Communication:
Ability to communicate clearly and effectively both over the phone and in writing. This is crucial for maintaining a positive customer experience and resolving issues.
Active Listening:
Good listening skills are important to understand the customers concerns and guide them appropriately through non-technical solutions.
Cultural Sensitivity:
Understanding of U.S. communication styles, expectations, and cultural differences to ensure smooth and effective interactions.

Customer Service Skills:

Strong Customer Focus:
Ability to empathize with customers, address their concerns, and deliver excellent customer experience, even if the issue cannot be fully resolved in the first interaction.
Patience and Professionalism:
Ability to remain calm and professional in all situations, especially when dealing with frustrated or upset consumers.
Clear Problem Solving:
Ability to provide basic support (e.g., assisting with product inquiries, warranty coverage, registration of products, locate documents) or direct the customer to the appropriate online resources.
De-escalation Skills:
Ability to manage challenging situations and de-escalate conflicts, ensuring that the consumer feels heard, and their concerns are addressed.

Problem-Solving Abilities:
A strong ability to analyze issues and provide clear and accurate solutions. Even though it s a first-tier role, the ability to handle basic concerns and escalate when necessary is crucial.
Call Handling Skills:
Efficient in managing call flow, multitasking (e.g., using CRM tools while talking to customers), and maintaining professionalism in every interaction.
Conflict Resolution:
Ability to de-escalate situations with upset or frustrated consumers and provide satisfactory resolutions.

Product and Company Knowledge:

Basic HVAC Product Knowledge:
Basic technical aptitude of mechanical products. Training will be provided, but having some familiarity with terms like air conditioning, thermostats, and filters can be beneficial.
Company Policies and Procedures:
Understanding the company s policies, procedures, and product offerings so you can answer common questions (warranty coverage and exclusions) and provide accurate information to customers.

Technical Skills (Non-Technical):

Salesforce Experience:
Familiarity with Salesforce to log and track customer interactions
.
Basic Computer Skills:
Strong experience in using software like Microsoft Office (Word, Excel, etc.) for handling administrative tasks and documenting customer issues or feedback.
Multitasking:
Ability to handle multiple tasks, such as managing customer inquiries while inputting data into Salesforce or updating case statuses.

Time Management and Organization:

Efficient Call Handling:
Ability to manage call time effectively without compromising the quality of service. While some calls may require longer conversations, its important to keep the interactions efficient and focused.
Task Prioritization:
Ability to prioritize multiple customer inquiries and resolve them in a timely manner, especially in a high-volume environment.

Soft Skills:

Empathy:
Ability to understand the customers feelings and needs, helping to build rapport and make the customer feel valued.
Positive Attitude:
Always maintain a positive and solution-oriented approach, even if you don t have immediate answers or resolutions.
Attention to Detail:
Ensuring all customer information is captured accurately, following up on pending cases, and documenting interactions properly in Salesforce.

Experience

Previous Customer Service Experience:
5 plus years of experience in any customer-facing role, particularly in a contact center environment, is highly valued.
Experience in a B2C (Business to Consumer) Setting:
Familiarity with handling consumer inquiries, even if they re not technical in nature, would be an asset.

Shift Assignment:

Ability to Work U.S. Hours:
Supporting U.S. consumers, the role requires working in shifts that align with U.S. time zones, 8:00AM-6:00PM CST.

Qualifications

Fluent English with excellent verbal and written communication.
Strong customer service experience and skills, including patience and problem-solving.
Basic HVAC product knowledge and understanding of company policies.
Proficiency in CRM tools and basic computer skills.
Empathy, positivity, and active listening.
Ability to work U.S. hours and manage shift work

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Lennox India Technology Centre (LITC)

HVACR (Heating, Ventilation, Air Conditioning, and Refrigeration)

Greater Noida

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Personal Settings

Customer Service Specialist II

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Communication Skills:

Fluent English Proficiency:

Excellent Verbal and Written Communication:

Active Listening:

Cultural Sensitivity:

Customer Service Skills:

Strong Customer Focus:

Patience and Professionalism:

Clear Problem Solving:

De-escalation Skills:

Problem-Solving Abilities:

Call Handling Skills:

Conflict Resolution:

Product and Company Knowledge:

Basic HVAC Product Knowledge:

Company Policies and Procedures:

Technical Skills (Non-Technical):

Salesforce Experience:

Basic Computer Skills:

Multitasking:

Time Management and Organization:

Efficient Call Handling:

Task Prioritization:

Soft Skills:

Empathy:

Positive Attitude:

Attention to Detail:

Experience

Previous Customer Service Experience:

Experience in a B2C (Business to Consumer) Setting:

Shift Assignment:

Ability to Work U.S. Hours:

More Jobs at Lennox India Technology Centre (LITC)