Customer Care Representative
National Instruments
IN-IN_KA-Bangalore
2d ago

Customer Care Representative

Company Profile :

National Instruments transforms the way engineers and scientists around the world design, prototype,

and deploy systems for test, control, and embedded design applications. Using NI open graphical

programming software and modular hardware, customers at more than 30,000 companies annually

simplify development, increase productivity, and dramatically reduce time to market. From testing

next-generation gaming systems to creating breakthrough medical devices, NI customers continuously

develop innovative technologies that impact millions of people.

Website : http : / / india.ni.com /

Company Name : NI Systems (India) Private Limited

Job Title : Customer Care Representative

Reporting to : Core customer Operations Supervisor

Business Hours : 8.30am to 5.30pm (Monday Friday)

Qualification : B.A, B.Com, BBM, BMS graduates, MBA

Experience : 1+ years of experience in a similar domain

Critical accountabilities

The duties and responsibilities include the following but not limited to :

  • Responsible for handling incoming customer calls and any internal enquiry by providing
  • administrative and sales support by answering requests via phone and email or transferring

    them to appropriate NI departments.

  • Handle and enter customer information as needed in the respectiveERP
  • Follow the work processes defined in the region-specific documents
  • Proactively escalate issues to management and / or partner with other departments when
  • necessary to ensure end to end resolution of customer requests / orders (where applicable)

  • Adhere to the determined work schedule to assure proper coverage based on business need
  • and according to daily workload distribution,

  • Support and mentor new colleagues
  • Follow the work processes and work flows and adhere to policies.
  • Meet Key Performance Index, Service Level Agreements, Quality expectations.
  • Proactively make suggestions to improve work processes and documentation
  • Seek and provide timely feedback directly and constructively
  • Core Activities of a Customer Care agent

    i) Receiving and addressing incoming calls

    System Used : Cisco, Olite and Oracle ERPs

  • Contact creation
  • Service request creation
  • Single Seat Software activation
  • Addressing basic Customer education related queries
  • Coordinating with several internal department
  • Handling Visitors
  • ii) Taking care of inbound and outbound couriers

    iii) Visitor Management

    iv) Back up for administration activities

    Qualifications

    Primary Knowledge, Skills and Abilities

  • Proficiency in using computer and microsoft tools
  • Applicants must have the ability to deliver consistently and on a very timely manner.
  • Strong interpersonal and advanced communication skills (written and verbal).
  • He / She should possess qualities of tact, poise & diplomacy while interacting with diverse
  • customers.

  • He / She should have the ability to work independently and as part of a team, interface
  • successfully with other departments in the organization.

  • Problem Solving skills
  • The candidate must have a very keen eye for detail and accuracy.
  • Able to work in fast paced environment
  • Able to understand the customer need and act accordingly
  • Execution of tasks according to SLA's and stantard work processes Effective time management skills
  • Cooperative to reach team goals
  • Openness for continuous learning
  • Apply
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