Strong business process (Sales and Retailing) and technology analysis skills - ability to understand MD&D/ similar industry and customer requirements
Take the lead on distributor onboarding activities (Interviewing the dealer, Requirement gathering, Gap analysis, coordinating with various stakeholder, UAT, Dealer Agreement Signoff, User Access Management, Documentation, Go-Live and Support)
Manage & tracking customer incidents/ new requests
Handholding customer resolving the issues through Phone, chat Remote Desktop, and email communication channels as per the agreed SLAs
Provide the necessary training to the distributor as per the need
Data analysis skills - ability to interpret data and reports for business requirements
Partner with Technical Support team members on various strategic projects when needed
Run monitoring reports for usage, performance, and/or availability.
Manage the master data for Dealer
Core Competencies:
Service Orientation – Should be aware of both - the internal as well as external customers and their needs; and is committed to meeting the customers’ evolving, long-term needs – the focus is on SERVICE
Result Orientation – Should be able to direct efforts towards developing and implementing realistic action plans to meet business objectives; with a sense of urgency – the focus is on achieving RESULTS
Initiative – One must not only understand and accept the responsibilities towards his/her job; but also proactively works towards identifying challenges and its resolution – the focus is on seeking SOLUTIONS
Professionalism – Should have in-depth knowledge of all functions and displays not only required skill-set, but also ethics and integrity while conducting the job – the focus is on PROFESSIONALISM
Cooperation – One must ensure completion of all tasks at hand and simultaneously extends support to team members and displays joint ownership towards achieving business objectives – the focus is on TEAMWORK
Communication/Feedback – Should believe in providing feedback to other associates and receiving feedbacks to enhance performance, thereby meeting business objectives – the focus is on OPEN COMMUNICATION
DESIRED CANDIDATE PROFILE:
Any Bachelor’s Degree
2-4 years of relevant experience in L1 customer support (voice and email), with a strong customer interaction experience
Should understand the Retail business including supply chain fundamentals and organizational hierarchy
Passion to be a part of a smart working and winning team
Ability to multitask in a fast-paced environment
Excellent ability to learn and articulate software-related and technical concepts
Strong active listening skills and excellent written and oral communications skills (English and Hindi)
Strong attention to detail when communicating with customers (verbal & written)
Ability to empathize with customers and convey confidence
Expertise working with Microsoft Excel and Reporting Tools
Strong documentation skills
Strong interpersonal and soft skills
Hiring Process:
Your interaction with us will include, but not be limited to,
