Expertise Center Coordinator

Permanent contract  - Bangalore

We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries, powered by Industry 4.0 and supported by Lectra. Software, equipment, data and services… At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry 4.0 revolution with boldness and passion by providing best-in-class technologies. But it doesn’t stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we’re always on the lookout for new tech-enthusiasts to join the team! With more than 50 years of experience and a presence in over 100 countries around the world, we are 3000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together?

POSITION SUMMARY

The Expertise Center Coordinator has to ensure smooth and efficient activities from the Expertise Center (Call Center) where Equipment and Software specialist support remotely customers in India. He / She will work closely with the Expertise Center team.

We require an organized individual with ideally a call centre experience. This position requires direct customer contact from the whole country and internal coordination.

DUTIES AND RESPONSIBILITIES:

• Welcome Desk: Carry inbound and outbound calls activities:

• Log in-bound call in system (Salesforce) for equipment and software related, evaluate the level of urgency, and follow up as per workflow.
• Check install base or contract are updated and inform the relevant support contact
• Single point contact for Customers regarding technical queries

• Service Quotation management
• Contact customers pro-actively to prepare service activities (Check Cutter running time, confirm schedule).
• Analyse service data for reporting.
• Prepare and Coordinate scheduling of technician and Expertise Center team, and anticipate regular preventive maintenance visit, and monthly customer interview.
• Support agents in South West and South East Asia region with ‘smart alert’ information.
• Customer Satisfaction survey call and follow-up.

EDUCATION AND/OR EXPERIENCE:

• College graduate or above
• Working experience in Call Center is a plus
• Knowledgeable with Microsoft Office products (Word, Excel, and Outlook)

POSITION QUALIFICATIONS:

• Communication skills to manage anxious customers while they escalate breakdown
• Basic technical knowledge
• Organized and methodical
• Basic problem solving ability
• Team player
• Self-motivated and can work under pressure
• Good comprehension and communication skills
• Languages:
  • Excellent English
  • Basic speaking and writing
  • Regional languages (Hindi, Kannada & Tamil)

TRAVEL:

The job is based in Bangalore. No regular travel