About the role
About the Role:
We’re looking for a
positive and solution-minded candidate to take on the responsibility of day-to-day
client services through our ticketing system and order management. The
candidate should be able to handle multiple inquiries and tasks simultaneously
and work with different departments while understanding the overall processes.
Responsibilities:
·Management of tickets
through Zoho and response time within the agreed SLA.
·Resolving client
inquiries through email, phone, and ticketing systems, e.g., password updates,
delivery information, report requests, product information, order management,
etc.
·Work with internal
departments to resolve any discrepancies that may arise.
·Abilityto
generate and run reports through MS Excel and different tools and present the
dashboard to the Client to share the status of Orders & Tickets.
·Assist with billing
questions and coordinate with the Finance department.
·Process orders,
follow up with vendors or account managers, and resolve issues raised by the
Customer.
·Work closely with the
Client & Account Managers.
Requirements
Requirements
Requirements:
· Open
to work in the US & Night Shifts and be open to rotational shifts &
weekly offs.
· Should
be able to cope with pressure situations and be available during the peak
season.
· Should
be able to prioritize the work as per the agreed deadlines and be open to learning
new tasks & multi-task.
· Open
to work on weekends based on business requirements.
Qualifications, Experience & Skills:
· The
candidate should be a graduate.
· Fresher
candidate with excellent written & oral communication skills to manage the
Customer Service/Concierge Ticketing.
· Experienced
candidates with working knowledge of handling client inquiries via email,
phone, and ticketing systems.
· Previous
experience working with ERP systems is a plus.
· Experience
working with International Clients will be an added advantage.
· Working
knowledge of MS Office (preferably MS Excel).