Client Support Coordinator jobs in Bangalore at Rideau Technology Services India Pvt Ltd

The Client Support Coordinator is an integral part of the Client Services Team. 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.

Responsibilities

Provide timely and ongoing support and assistance to recipients through emails in FreshDesk as well as account inboxes. Manage the advanced level of accounts based on size, SLAs, program rules and processes
Answer overflow of recipient enquiries 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

Bachelor's degree preferred
Experience and ability in common business applications (i.e. Microsoft Word, Excel, Outlook) and CRM tools
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
Teamwork, autonomy

Experience:

Minimum 1-year experience preferred
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