Senior Customer Care Agent Job In Trimble Inc In India, Chennai

TITLE OF ROLE: Senior Customer Care Agent (Individual Contributor)DEPARTMENT: ACCSSREPORTS TO (ROLE): Manager - Customer SupportLOCATION: ChennaiInteract with customers to provide information in response to level 1 & 2 inquiries about products and services and to handle and resolve complaints Provides customer service support by obtaining, analyzing and verifying the accuracy of information in a timely manner Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained Co-ordinates in the handling of difficult and/or unusual situations Should be open to learn and handle additional responsibilities outside the basic KRAs.

What You Will Do:Job Responsibility:

• Interacts with customers, company sales and/or service representatives via telephone, email, text, chat or through other social media platforms, to handle a variety of pre-sales or post-sales service functions Analyzes requests, provides solution or ascertains who best can provide the information, and routes the request to the appropriate department / individual
• Resolves level 1 product or service problems by clarifying the customer's complaint determining the cause of the problem selecting and explaining the best solution to solve the problem expediting correction or adjustment following up to ensure resolution
• Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges
• Contributes to team effort by accomplishing team metrics and SLA
• Provides all billing related information to customers - help in resolving any billing issues
• Receives, processes and verifies the accuracy of requests from customers utilizing the company's internal tools and systems
• Ensures and provides quality service to both internal and external customers
• Receives inquiries and contacts the organization's other departments to resolve a variety of account related issues
• Participates and provides expertise as a member of the Customer Care group
• Attends regular meetings and feedback sessions

What Skills & Experience You Should BringQualifications & Experience:

• Bachelor's Degree or equivalent
• 1 to 5 or more years of experience

Specific Skills required:

• Process-oriented with high attention to detail
• Basic knowledge of computer - MS Windows & MS Office
• Excellent written and verbal communication skills
• Problem solving and analytical skills

Relationships:

• INTERNAL: All internal teams
• EXTERNAL: Customers

Trimble Inc is looking for .

Trimble Inc is looking for Any Graduate / Post Graduate profile candidates.