Senior Analyst - Customer Support

Job Description

Work Your Magic with us! Ready to explore, break barriers, and discover more We know you ve got big plans so do we! Our colleagues across the globe love innovating with science and technology to enrich people s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That`s why we are always looking for curious minds that see themselves imagining the unimageable with us. Purpose of the position: The purpose of this position is to provide support to both internal and external customers, providing them a professional, accurate and efficient response which will help them to achieve their requirements and to build good rapport with customers for growth of organization. Essential Job Functions:
• Entering all email, phone and fax orders accurately of various countries as per agreed timelines
• Enter the orders and quotes accurately on different ERP s as per the rules set up by different countries
• Ensure expected order entry productivity and accuracy is maintained consistently
• Open order review & ETA confirmation
• Identify and follow up customer specific requirements
• Any other additional tasks depending on the specific country or organization as requested by your Team Lead / Supervisor
• Should be able to handle all process related queries
• Proper response on email queries received from the customers or internal team
• Develop and implement initiatives to improve customer services.
• Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to customers.
• Evaluate and prioritize customer inquiries to better serve the customers.
• Deliver prompt and professional solutions for customer inquires via phone, email, online chat etc.
• Maintain history records and related problem documentations for future reference.
• Maintain relationships with other internal departments as well as client base to improve business performance.
• Conduct training to customers and internal staffs on company products and services.
• Respond to customer inquiries by directing them to websites, FAQs, appropriate personnel, etc when needed.
• Address customers in a professional and respectful manner.
• Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary.
• Maintain the internal and external customer databases.
• Analyze customer issues so as to develop tools and processes to increase customer satisfaction.
• Maintain up-to-date knowledge on customer business areas.
• Maintain broad knowledge about company s products and services.
• Afternoon Shift 1:30PM to 10:30PM
Basic Qualifications: Education:
• Graduation in any disciplinary
Experience:
• Requires minimum of 1-2 years work experience in a similar position
Technical SkillsCompetencies:
1. SAP Oracle user knowledge Basic Proficiency expected
• Some Basics of SAP TCodes / Oracle for Order entry
• Navigating different transaction and screens
• Should be able to enter data in the system with all the required parameters, under supervision from experts. Understanding different T-Codes and its impact on the results
1. Microsoft Office- Basic Proficiency expected
• Computer operating knowledge.
• Intermediate work experience in MS-Office, Excel, Word, Email & Internet
1. Key Board Skills Basic Proficiency expected
• Basic knowledge in operating keyboard
• Should have keyboard skills with typing speed of 20-25 wpm
1. Communication Skills (Written/Spoken English) Basic Proficiency expected
• Good knowledge in written and spoken English
What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress! Apply now and become a part of our diverse team!,

Keyskills :
customer relationsreportingbasisaccountsresearchms officetyping speedspoken englishcomputer operatingphotographic memorysaperpetafaxsetchatwordexcel