Process Associate - CSR

About the Role:

We’re looking for a positive and solution-minded candidate to take on the responsibility of day-to-day client services through our ticketing system and order management. The candidate should be able to handle multiple inquiries and tasks simultaneously and work with different departments while understanding the overall processes.

Responsibilities:

·       Management of tickets through Zoho and response time within the agreed SLA.

·       Resolving client inquiries through email, phone, and ticketing systems, e.g., password updates, delivery information, report requests, product information, order management, etc.

·       Work with internal departments to resolve any discrepancies that may arise.

·       Ability to generate and run reports through MS Excel and different tools and present the dashboard to the Client to share the status of Orders & Tickets.

·       Assist with billing questions and coordinate with the Finance department.

·       Process orders, follow up with vendors or account managers, and resolve issues raised by the Customer.

·       Work closely with the Client & Account Managers.

Requirements

Requirements

Requirements:

·       Open to work in the US & Night Shifts and be open to rotational shifts & weekly offs.

·       Should be able to cope with pressure situations and be available during the peak season.

·       Should be able to prioritize the work as per the agreed deadlines and be open to learning new tasks & multi-task.

·       Open to work on weekends based on business requirements.

Qualifications, Experience & Skills:

·       The candidate should be a graduate.

·       Fresher candidate with excellent written & oral communication skills to manage the Customer Service/Concierge Ticketing.

·       Experienced candidates with working knowledge of handling client inquiries via email, phone, and ticketing systems.

·       Previous experience working with ERP systems is a plus.

·       Experience working with International Clients will be an added advantage.

·       Working knowledge of MS Office (preferably MS Excel).