28 Mar
Amartam Technology Solutions
Noida
Position Overview:
Serves as the primary internal contact for customers in resolving customer concerns and inquiries. "Ownership" of the customer and their satisfaction is the key responsibility of this position. Communicates verbally and in written form with customers, internal departments, and sales staff to accomplish customer requirements and customer service goals.
Responsibilities:
1. Customer Communication and Issue Resolution:
- Serve as the primary point of contact for customers, sales teams, and internal departments.
- Articulate and respond to inquiries via mail, and online communication within established timelines.
- Use initiative to resolve customer concerns, finding mutually beneficial solutions for both customers and the company.
2. Problem-Solving and Research:
- Research customer issues and perform root cause analysis to identify problems and necessary resolutions.
- Ensure timely order maintenance and reporting, including backorder status and focus reports, using multiple systems like SOP, Exeter, OEBT, etc.
3. Collaboration:
- Work with service center personnel to address customer feedback and ensure satisfaction.
- Collaborate with outside sales representatives to resolve issues and maintain good business relationships with customers.
4. Customer Profile Maintenance:
- Maintain and update customer profiles, including cataloging profiles in the BTMARC system, to ensure customer needs are met.
5. Service Level Agreements (SLAs) and Productivity:
- Adhere to department and personal Service Level Agreements, goals, and productivity standards.
6. Knowledge of B&T; Products and Services:
- Stay informed about B&T; products, services, and technology, including electronic services, to effectively meet customer needs and promote sales.
7. Order and Financial Management:
- Perform order entries in OEBT, including service replacements, bill-onlys, and advance billing.
- Manage fund accounting programs and assist customers in tracking fund spending and adhering to limits.
Skills and Qualifications:
• Bachelor’s Degree or equivalent experience required.
• 0-3 years of experience in customer service.
• Proficient in Microsoft Office, Excel, Outlook and CRM software application experience required.
• Excellent collaboration and communication skills
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