Lead Service Representative, Customer Experience

Global Industrial

1 - 5 years

5 - 8 Lacs

mumbai

Posted:2 weeks ago| Platform:

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Skills Required

training administration genetics ms word customer service private label material handling corporate sales service representative

Work Mode

Work from Office

Job Type

Full Time

Job Description

Be the first point of escalation on any customer/internal issue

Approve credit and debit memos created by the One CEX team
Assists CEX team of representatives with escalated issues and calls
Interacts with the Collections/Accounting department to resolve customer service discrepancies as we'll as other departments as needed to offer strong problem resolution
Assist with Lead assist, escalation emails
Provide associate specific training as directed and in coordination with their Assistant Manager
Assist in front line phone, email, and/or chat queues when volumes exceed established criteria.
Modify/Cancel Orders
Sending vendor credits to NY.

Work as a cohesive team and in unison with the other CS leads
Approve Rma s

Perform other duties as assigned

Competencies and skills

6 months experience as Lead Representative
Experience in escalated customer service interactions
Strong leadership experience, abilities and/or qualities (lead by example)
Must possess positive attitude as required as part of the leadership team
Strong verbal and written communications skills
Familiar with a variety of the department s concepts practices, and procedures
Excellent PC skills required in MS Word, Excel, Explorer and Outlook
Outstanding interpersonal and written and verbal communication skills
Wide degree of creativity and latitude
Ability to prioritize, work in a fast-paced environment, attention to detail, handle multiple tasks and work under time constraints is required
Ability to multitask and change directions in a fast-paced environment
Must possess a high level of confidentiality
Previous customer service and administrative / support experience

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