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Customer Support Specialist

Customer Support Specialist

The Nielsen Companymumbai, India
5 hours ago
Job description

We are presently looking for a  Customer Care Specialist to provide day-to-day support to new and existing customers. These activities require working with internal cross-functional technical groups and external customers business and engineering teams to drive successful delivery of customer implementations and proactively ensure the on-going success of customer accounts.

In this role you will :

  • Serve as the primary contact and provide first-level support for clients.
  • Respond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively escalate to various technical support staff when needed
  • Logs and tracks calls using Salesforce tracking software and maintains historical records and related problem documentation.
  • Maintains a strong working knowledge of supported products and continually strives to enhance skills through ongoing training, reading, and participating in projects and improvement initiatives.
  • Develop a strong understanding of the business and can relate problems to business impacts. Understand when to place a sense of urgency and when to escalate critical problems to management.
  • Work in conjunction with Sales and Product Development staff to create and deliver new / and / or custom products and samples are required by clients.
  • Ability to coordinate with multiple internal departments to resolve customer-related issues or requests.
  • Provide on-call support – beeper coverage rotation required 24 / 7 (approximately every 8 weeks)
  • Generate monthly reports of customer product usage as required
  • Support CPX team on projects and initiatives from time to time
  • Monitor and modify customer delivery profiles as required
  • Participation in customer calls as required
  • Flexible to work in US / APAC market shift timings(India night shifts) also as per the business need.
  • Other duties as assigned by the line manager, such as assisting other CC teams, improvement initiatives, self learning etc

For this role we are looking for Individuals who have :

  • Associates or Bachelor’s degree in a technical discipline or 2 - 4 years experience in a customer facing role.
  • Must possess strong customer service skills, emotional intelligence and excellent interpersonal and communication skills, both verbal and written.
  • Experience in research and resolution of problems using analytical skills in a digital environment is strongly preferred.
  • Must be self-motivated and able to work effectively with minimum supervision and assume responsibility for appropriate follow-through.
  • Ability to adapt to a fast-changing work environment while maintaining stability of performance under pressure and to demonstrate patience and control when dealing with difficult situations.
  • Ability to organize, schedule and complete multiple tasks concurrently.
  • Working knowledge of business software / applications - Google Suite, Microsoft Office Suite, Salesforce, Zendesk etc.
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    Customer Support Specialist • mumbai, India