AddressCustomer Service Executive
Who We Are
ESKO is a global provider of integrated software and hardware solutions that accelerate the go-to-market process of packaged goods. For each stakeholder in the process, Esko solutions enable them to deliver right-first-time packaging and marketing content.
WITHIN YOUR TEAM
The customer support team is dedicated to deliver a great experience to our customers via timely help and efficient planning of activities covered under our Care Plan.
With the goal of customer success in every step, we manage support related calls, spares and inventory, promote care plan to customers by advocating the advantages and benefits of getting faster SLA and upgrades.
THIS JOB IS A UNIQUE OPPORTUNITY TO:
Manage incoming support calls/emails, Plan and execute engineers schedule for onsite delivery, help in managing / ordering of stocks & consumables. Lead KPI’s for support team, take an active part in managing customer satisfaction who are under AMC while taking up the challenge of bringing more customers under AMC.
- Manage incoming calls/emails for customer support, being the first point of response.
- Coordinate Support Team response based on Care Plan coverage / no coverage and communicate to customer.
- Plan and execute engineers’ on-site schedule.
- Collect Voice of Customer through tele calls and Customer Satisfaction Survey feedback and work with Customer Support Manager to drive ‘Customer Success’.
- Gather spare parts, consumables requirements through customer interactions to support the sales Operations team to manage and fulfil the demand for spares ordering and Dispatching
- Sending intimation and proposal for the customers who is going out of Warranty/AMC.
Bonus points for experience with
- Logistics / Ware housing
WITHIN YOUR ROLE, YOU WILL:
- Listen to customer problems and respond accordingly in a timely manner.
- Manage incoming support calls (Emails, phone etc.,)
- Effectively plan engineers schedule for deployment
- Manage Forecast of service and recuring revenue
- Reach out to customers and gather service / case qualities.
- Gather spare parts, consumables requirements through customer interactions to support the Sales Operations team to manage and fulfil the demand
- Sending intimation and proposal for the customers who are going out of Warranty/AMC
WE ARE LOOKING FOR A PROFESSIONAL WHO:
- Passionate and compassionate about customer problems
- Possess Bachelor’s degree in any stream
- A flexible Service oriented professional with a knack for building relationships with both internal departments and external customers / vendors.
- Use all available resources to solve customer problems, suggest ways to solve most occurring customer issues across various streams.
- Excellent listening skills and ability to understand and interpret business needs to define communication requirements for a variety of audiences.
- Must have good communication skills (English & Hindi) verbal & written, and also understand how licenses / financial billing and procurement work in an MNC
- Minimum 5 years in external customer support
- Experience with managing customers / customer requests.
- Experience and exposure in co ordinating with multiple teams and stake holders.
- History of proven experience in managing and understanding backend process / ERP etc.
- Must have good communication skills (English & Hindi) verbal & written, and also understand how licenses / financial billing and documentations work in an multi region business.
At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
If you’ve ever wondered what’s within you, there’s no better time to find out.
