Executive - Customer Service

Customer Care Dispatch (CCD) Analyst has a fundamental role in providing support to customers within the defined time window. Responsibilities include creating service calls, directing inquiries to specialized support groups or field engineers, and facilitating immediate solutions for Digital or Analog equipment issues as well as consumables. The CCE will also support Field Engineers who need to update cases, create invoices (feedback) specifying time and materials used to resolve customer issues. Update and maintain the database of service equipment (install base). As Service Contracts Administrator (SCA) this role will also support Contracts and billing for the respective regions assigned. These are high impact, revenue generating activities, directly impacting revenue realization for the region supported.

Provide support to external and internal customers by resolving issues related to their equipment, answering account inquiries through email, phone, or other electronic means.
Understand and interpret customer needs, identifying problems, and determining the best course of action to resolve issues within department guidelines. Input customer account or equipment data into our system (C4C). Create, document, assign, and follow up on service reports for internal and external customers. Strive continuously to improve the delivery of our services/products to provide satisfaction to both internal and external customers. Efficiently manage multiple activities or tasks. Respond to inquiries about the status of service calls, accounts, or spare parts. Assist the logistics and WH team to "Dispatch" service parts. Administer coverage for equipment Direct and indirect customers. Handle contract creation, invoice/renewal, cancellation, and modification in SAP/C4C. Process account changes in C4C as requested by the Service Team. Create credit notes upon request and maintain records. Coordinates with the service/sales team and customers for installation site readiness (India). Update and maintain the Install base (equipment details) in the CRM systems. Create quotes for acquisition of spare parts and service calls based on existing data in the system.

Experience

1-5 years in Order Management, Order Fulfillment, Service Contract Administration, or related / similar functions.

Schedule

Monday to Friday 8.5 hours shift between 0600 hrs. and 2000 hrs. Mumbai time. Flexibility to work shift schedules including rotational/occasional Saturday/Sunday support as per business needs/roster

Skills

Attention to Detail: Ensure accuracy in data entry, documentation, and contract management tasks.
Customer Focus: Maintain a customer-centric mindset and prioritize customer satisfaction. Team Collaboration: Work effectively with cross-functional teams to achieve common goals. Time Management: Prioritize tasks and manage workload efficiently to meet deadlines. Adaptability: Flexibility to handle changing priorities and situations in a fast-paced environment. Problem-Solving: Strong problem-solving and critical thinking skills.