Customer Service Representative

hace 6 días

Heredia, Costa Rica Cognizant A tiempo completo

**Team Lead/ Team Manager**

**Qualification**:
**Any Graduate (exclusion**:
BE/BTech/MCA)
** For CPU**:

- Bachelor's degree or equivalent experience (should have completed at least 2 years).

**Telstra**:

- Fresher

**Responsibility**:
**Business / Customer**:

- Connect with the customer through various channels, including chat support.
- Effectively communicate information on products/services and/or trouble shoot issues within the specified time frames as agreed upon with the client, in a manner that is understandable by the end user/ customer.
- Create, verify and upload stock keeping units into the ERP.
- Project / Process.
- '- Meet process SLAs / metrics - productivity and quality targets within the established timelines.
- Ensure process guidelines are followed and met as documented.
- Adhere to security practices set by organization.
- Coordinates with vendors assigned to resolve Events.
- Manage the lifecycle of Events & communicate with Clients regarding the Events, regardless of whether the actions in response to such Events are performed by the applicable Process owner(s) of the IT Service Desk or other Processes.
- VSG supports coordination of vendor dispatch for IT related equipment failures.
- Raise work orders to the appropriate issues identified and assign them to the technicians to go to the store and get them rectified.
- Work on low priority work orders received through eforms.
- Process predefined number of transactions as assigned and respond to data requests.
- Raise process related issues / concerns on time with process and team leads.
- Take responsibility to provide information accurately and also research and revert on information related to tracking of orders, shipping rates issues, delivery issues, liaison with the delivery partners on specific orders that needs clarifications.
- Receive content for Stock keeping unit build from the Content writing team in the form of standard Template.
- Build the Stock keeping unit in Product data base (PDB) manager based on the information provided in the standard template.
- Followups and reworks on all Stock keeping units once we get the necessary information.
- Process predefined number of transactions as assigned and respond to data requests.
- Raise process related issues / concerns on time with process and team leads.
- Ensure error free documentation of incident tickets / work orders.
- Perform data cleansing and data enrichment activities of customer's catalog/ master data base.
- Record data relating to production statistics, enduser related notes, etc as appropriate.
- Record / Logging relevant details regarding Events in Customer’s servicemanagement tool and, as applicable, assigning categorization and prioritization codes.
- Document & Track each transaction in the CRM/ Application as per the process guidelines.
- Stay updated with the process knowledge / changes refer to knowledge updates/ repositories to effectively process transactions.
- Collects information from the applicable Process owner(s) regarding resolution status and other activities that may impact or have already impacted Clients.
- Ensure 100% Customer Satisfaction Score & FCR (First Call Resolution).
- Make initial assessments of Events to determine whether they can be answered or resolved by the applicable Process owner(s) of the IT Service Desk & transfer responsibility for resolution to the respective Process owner(s) of other Processes for the remainder.
- **Provides the ability for Clients to**:

- a Submit Events, including complaints regarding the quality of IT services (eg, nonfunctioning hardware, system access needs, other issues with hardware or software) and other inquiries regarding hardware, software and IT services.
- and.
- b Submit orders for items within either the Service Catalog (eg, IMACs) or other applicable mechanisms.
- Support ‘break fixes’ for stores.
- Covers lighting, locks, electricity, plumbing, scale and HVAC.
- a inbound calls on customer complaints.
- c L1 call originating from customers.
- d Calls related to password resets, POS Issues, under access provisioning, release of stuck scripts and HW/SW issues.
- Adhere to shift handover processes.

**For CPU**:

- Adhere to daily schedule by being available to take inbound calls as scheduled.
- Answer inbound calls from shareholders and prospective shareholders Promptly respond to clients’ telephone inquiries and ensure that their needs are met with accuracy and professionalism.
- Ensure account verification procedures are followed.
- Adhere to CPU call handling requirements while interacting with customers.
- Respond to specific account and procedural information requests including balances, closing prices, portfolio performance and quotes.
- Listen actively and probe to determine client needs.
- Actively resolve client issues.
- Maintain shareholder accounts on the appropriate systems.
- Escalate issues when necessary.
- Keep management team informed of client feedback.

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