Customer Support Representative Job in Bangalore at Sandvik Asia Pvt Ltd

Responsibilities of the Candidate:

• Provide first-line basic customer support via our online/Web solutions and internal Knowledge Base
• Route higher level or outside of scope and/or knowledge to global network points of contact using the Contact Centre Solution and Case Management process
• Actively use the CRM solution to work within the defined processes, manage customer relations, and capture leads, turning them into opportunities when possible
• Develop knowledge and understanding of the online and mobility needs of present and future customers
• Troubleshoot and resolve customer complaints.
• Create cases within the case management system to keep records as tickets for customer queries, incidents, and requests and communicate them according to the processes within the company
• Handle escalation of unresolved customer inquiries to the proper function 2° line, Value center, or Frontline sales
• Follow up with customers on open cases according to SLA
• Provide prompt response at first touch for inquiries or requests within the scope of contents available in the EBP system/MS Dynamics/other available databases

• Dynamic and self-motivated customer-oriented approach.
• Passion for customer service exhibited by courteous telephone etiquette, empathy, patience, and professionalism.
• Flexibility in working shifts in a 24/5 business support environment.
• Excellent multi-task skills focused on various communication methods with multiple customers and stakeholders.
• Experience and skills within ERP systems SAP, Microsoft Office 365.
• Capable of working in a demanding environment (high-stress tolerance).
• High level of communication across all mediums.
• Strong attention to customer experience and commitment to quality customer service.
• Proficient in written/verbal English communication skills. Additional proficiency in other languages is valued.
• Be persuasive and have good interpersonal skills.
• Be a self-starter with a positive mindset and solution-oriented.
• In addition, the employee may be assigned other duties within the area of their competence.
• Graduate degree or equivalent experience.
• 2-5 years of experience in a Customer Service Support Role.