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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
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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

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