Specialist II Customer Service.
Hyderabad, India
3d ago

This position is primarily responsible for providing 1st level Customer Service for all products supported by the department.

They will also serve as a Point of contact and Subject Matter Expert (SME) in the Customer Service group. This position will work closely with our customers and the other functional departments to ensure customer issues and inquires are responded to and resolved within the established company guidelines.

This positional also involves assisting management in operations within the Customer Service Group Analyze customer’s issues and questions, including inoperability or inaccessibility of a system, module or function and take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations.

Additional Information

Duties and Responsibilities :

  • Support Customers and Manager by adhering to departmental policies and procedures.
  • Assist in managing day-to-day activities specific towards the obtainment of Customer Service objectives by acting as SME for customer facing issues and escalations.
  • Act as a liaison between the Customer Service Group and other functional departments in support of daily operations.
  • Real Time management of daily service levels and call routing for supported products.
  • Responsible for production, distribution, and analysis of standard and ad-hoc reports from Customer .Service Group’s various infrastructure applications (i.e. Analyzer).
  • May be called upon to assist in oversight of other Level 1 personnel in conjunction with existing management.
  • Function as a liaison and escalation point for all customer issues.
  • Keep abreast of all customer affecting and internal affecting outages.
  • Ensure management is abreast of all issues that may impact supported customers.
  • Escalate to Manager any employee, customer, or departmental issues or concerns.
  • Provide customer support services that enable new business growth initiatives.
  • Participate in the development and rollout of new initiatives and customers.
  • Participate on Product / Project Team Meetings.
  • Job Requirements :

  • BA / BS or equivalent work experience.
  • PC experience in a Windows operating environment with strong typing ability.
  • Excellent interpersonal, verbal, and written skills.
  • Demonstrated problem-solving ability.
  • Ability to handle multiple tasks simultaneously.
  • Ability to proactively anticipate customer needs and make recommendations to meet those needs.
  • Proficient in Microsoft Word and Microsoft Excel.
  • Minimum of 5 years experience in the telecommunications industry.
  • Minimum of 5 years customer service experience.
  • Minimum of 5 years experience working in the Customer Support Group.
  • Ability to make sound decisions.
  • Strong leadership skills.
  • Strong customer service skills.
  • Strong written and oral communication skills.
  • Coaching skills highly preferred.
  • Excellent follow up skills.
  • Ability to handle confidential and sensitive matters with discretion.
  • Ability to be on-call for after-hours support and work in an environment covering 24 x 7 x 365.
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