Engage2Excel is actively looking for a dynamic person to join our Client Services team in India (Bangalore location). We are always on the lookout for motivated candidates who enjoy providing quality customer service in addition to ideas with a collaborative environment to maximize effectiveness. We rely on open-minded individuals, who will bring value to our organization. We offer a creative and enthusiastic work environment to encourage the open exchange of ideas and forward-thinking initiatives. If you believe this is you, we want you on board! *In light of the current pandemic situation, training and work will be done remotely until further notice. Major Responsibilities & Duties
This position is primarily responsible for the 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.
Key Responsibilities
Provide timely and ongoing support and assistance to recipients through emails in Fresh Desk as well as account inboxes. Manage advanced level of accounts based on size, SLAs, program rules and processes.
Answer overflow of recipient 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.
What's in it for you?
Become part of a group, which works in a highly creative environment where unity and teamwork is at the core of all operations
Be a part of a rapidly growing group and a positive environment
Qualifications
Bachelor degree or equivalent
1-2 years’ related experience in client services
Knowledge of Microsoft Office, specifically Word, Excel and Outlook
Desired Behaviors
Problem Solving - Identifies and resolves problems in a timely manner.
Customer Service - Responds promptly to customer needs.
Quality Management - Demonstrates accuracy and thoroughness.
Desired Outcomes
Ability to effectively work individually or in a team environment
Competency in performing multiple functional tasks
Excellent communication skills, both verbal and written
Job Types: Full-time, Permanent (8 hours per day)
Other Benefits:
Company offer a complete group insurance plan, 401K, work-life balance, PTO, ongoing training & development programs, casual dress code, and many more.
** Only selected applications that meet the requirements of the role will be contacted **
Engage2Excel is actively looking for a dynamic person to join our Client Services team in India (Bangalore location). We are always on the lookout for motivated candidates who enjoy providing quality customer service in addition to ideas with a collaborative environment to maximize effectiveness. We rely on open-minded individuals, who will bring value to our organization. We offer a creative and enthusiastic work environment to encourage the open exchange of ideas and forward-thinking initiatives. If you believe this is you, we want you on board! *In light of the current pandemic situation, training and work will be done remotely until further notice. Major Responsibilities & Duties
This position is primarily responsible for the 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.
Key Responsibilities
Provide timely and ongoing support and assistance to recipients through emails in Fresh Desk as well as account inboxes. Manage advanced level of accounts based on size, SLAs, program rules and processes.
Answer overflow of recipient 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.
What's in it for you?
Become part of a group, which works in a highly creative environment where unity and teamwork is at the core of all operations
Be a part of a rapidly growing group and a positive environment
Qualifications
Bachelor degree or equivalent
1-2 years’ related experience in client services
Knowledge of Microsoft Office, specifically Word, Excel and Outlook
Desired Behaviors
Problem Solving - Identifies and resolves problems in a timely manner.
Customer Service - Responds promptly to customer needs.
Quality Management - Demonstrates accuracy and thoroughness.
Desired Outcomes
Ability to effectively work individually or in a team environment
Competency in performing multiple functional tasks
Excellent communication skills, both verbal and written
Job Types: Full-time, Permanent (8 hours per day)
Other Benefits:
Company offer a complete group insurance plan, 401K, work-life balance, PTO, ongoing training & development programs, casual dress code, and many more.
** Only selected applications that meet the requirements of the role will be contacted **
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 mzabrdac@engage2excel.com.
