Expertise Center Coordinator

Position Summary

The Expertise Center Coordinator ensures smooth and efficient activities from the Expertise Center (Call Center) where Equipment and Software specialists support remotely customers in India. They will work closely with the Expertise Center team.

Duties and Responsibilities

• Welcome Desk: Carry inbound and outbound calls activities:
• Log in-bound call in system (Salesforce) for equipment and software related, evaluate the level of urgency, and follow up as per workflow.
• Check install base or contract are updated and inform the relevant support contact.
• Single point contact for Customers regarding technical queries.
• Service Quotation management.
• Contact customers pro-actively to prepare service activities (Check Cutter running time, confirm schedule).
• Analyse service data for reporting.
• Prepare and Coordinate scheduling of technician and Expertise Center team, and anticipate regular preventive maintenance visit, and monthly customer interview.
• Support agents in South West and South East Asia region with 'smart alert' information.
• Customer Satisfaction survey call and follow-up.

Educational and/or Experience Qualifications

• College graduate or above
• Working experience in Call Center is a plus
• Knowledgeable with Microsoft Office products (Word, Excel, and Outlook)

Position Qualifications

• Communication skills to manage anxious customers while they escalate breakdown
• Basic technical knowledge
• Organized and methodical
• Basic problem solving ability
• Team player
• Self-motivated and can work under pressure
• Good comprehension and communication skills
• Languages:
• Excellent English
• Basic speaking and writing
• Regional languages (Hindi, Kannada & Tamil)

Travel

The job is based in Bangalore. No regular travel