Engage2Excel, Inc. Career Opportunities
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Client Support Coordinator
KA - Bengaluru
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The Client Support Coordinator is an integral part of the Client Services Team. Responsible for t efficient and effective coordination of client care. Respond to all recipients’ inquiries with efficiency and appropriate urgency by calls and/or emails within the set standard Service Level Agreement. Investigate and follow up in errors/discrepancies in products ordered using the right communication channel.

Major Responsibilities / Duties:
• Provide timely and ongoing support and assistance to recipients through emails in FreshDesk as well as account inboxes. Manage advanced level of accounts based on size, SLAs, program rules and processes
• Answer overflow of recipient inquires from Call Center
• Resolve problems within the order management process. Create technical tickets when needed. Handle escalations from recipients to the Client Relationship & Program Management Team as need be and within the escalation procedure timeline.
• Manage redirects and escalate the Client Relationship Management group as need be
• Manage product replacements & communication to recipients • Manage manual order processing
• Process and email return forms (RMA)
• Communicates discontinued/replacement products to client and recipients.
• May be involved in client testing secondary browser
• May have to unlock recipient accounts (ex. for Social Recognition Programs)
• May perform other administrative duties.
• May provides training and coaching to the team on operational procedures and policies.

Internal / External Customers:
• Supply Chain, Management, IT and Accounting
• Client’s recipients Performance Competencies / Criteria:
• Quality of work, Quality interactions with internal and external contacts to achieve defined goals
• Respond to client inquiries in a timely manner 

Qualifications / Skills Required:
• Excellent verbal and written communication skills
• Customer oriented; Tactfulness and Courtesy
• Ability to handle high volumes, fluctuating workloads and multiple priorities within set time constraints
• Superior analytical skills and problem solving abilities
• Decision Making / Judgment; Innovation / Creativity; Initiative
• Great versatility, enthusiasm and tenacity
• Ability to multi task; Time management / Organizational skills
• Detail-oriented self starters who possess strong project-management skills
• Accountability; Ability to handle clients with grace and confidence
• Ability to work under minimum supervision
• Team work, autonomy

Experience:
• Familiar with standard concepts, practices and procedures within his/her environment
• Ability to work in a fast-paced, constantly evolving team environment
• Ability to effectively work under pressure

Education:
• Experience and ability in common business applications (i.e. Microsoft Word, Excel, Outlook) and advanced knowledge of our in-house systems (RCA / Backstage)
The Client Support Coordinator is an integral part of the Client Services Team. Responsible for t efficient and effective coordination of client care. Respond to all recipients’ inquiries with efficiency and appropriate urgency by calls and/or emails within the set standard Service Level Agreement. Investigate and follow up in errors/discrepancies in products ordered using the right communication channel.

Major Responsibilities / Duties:
• Provide timely and ongoing support and assistance to recipients through emails in FreshDesk as well as account inboxes. Manage advanced level of accounts based on size, SLAs, program rules and processes
• Answer overflow of recipient inquires from Call Center
• Resolve problems within the order management process. Create technical tickets when needed. Handle escalations from recipients to the Client Relationship & Program Management Team as need be and within the escalation procedure timeline.
• Manage redirects and escalate the Client Relationship Management group as need be
• Manage product replacements & communication to recipients • Manage manual order processing
• Process and email return forms (RMA)
• Communicates discontinued/replacement products to client and recipients.
• May be involved in client testing secondary browser
• May have to unlock recipient accounts (ex. for Social Recognition Programs)
• May perform other administrative duties.
• May provides training and coaching to the team on operational procedures and policies.

Internal / External Customers:
• Supply Chain, Management, IT and Accounting
• Client’s recipients Performance Competencies / Criteria:
• Quality of work, Quality interactions with internal and external contacts to achieve defined goals
• Respond to client inquiries in a timely manner 

Qualifications / Skills Required:
• Excellent verbal and written communication skills
• Customer oriented; Tactfulness and Courtesy
• Ability to handle high volumes, fluctuating workloads and multiple priorities within set time constraints
• Superior analytical skills and problem solving abilities
• Decision Making / Judgment; Innovation / Creativity; Initiative
• Great versatility, enthusiasm and tenacity
• Ability to multi task; Time management / Organizational skills
• Detail-oriented self starters who possess strong project-management skills
• Accountability; Ability to handle clients with grace and confidence
• Ability to work under minimum supervision
• Team work, autonomy

Experience:
• Familiar with standard concepts, practices and procedures within his/her environment
• Ability to work in a fast-paced, constantly evolving team environment
• Ability to effectively work under pressure

Education:
• Experience and ability in common business applications (i.e. Microsoft Word, Excel, Outlook) and advanced knowledge of our in-house systems (RCA / Backstage)
Engage2Excel, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact the Human Resources Department at lakshminarayanan@rideau.com.
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