Customer Service Representative

SYX Services Pvt ltd

SYX Services Private Limited is a subsidiary of a US based company called Global Industrial Company (NYSE: GIC).   We are registered under the Companies Act, 1956, and provide information technology services solely to Global Industrial Company and its subsidiaries located in the United States and Canada.   Our operations started in July, 2011 and we are now a 70-member team comprised of Java developers, SAP professionals, .net developers, Oracle developers, a creative team and a Web Chat team.    For over 70 years Global Industrial Company through its operating subsidiaries has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America

Key Responsibilities

•    Address inbound customer questions and concerns arriving via email and chat
•    Own the entire interaction with that customer and provide total resolution for their needs
•    Work with other Global Industrial associates, product managers, and partners to gather information, resolve customer needs, and improve processes
•    Investigate and resolve customer inquiries related to their orders or shipments
•    Update systems and document all interactions with customers, associates, and partners
•    Provide order status, check inventory, schedule returns, file shipping claims, notate accounts, troubleshoot problems, handle complaints, and assist with billing inquiries

Competencies and skills

Duties & Requirements:
•    Efficiently and professionally communicate with customers and assist them with their needs
•    Strong email handling and active listening skills
•    Excellent written communication and comprehension
•    Skilled at consistently providing outstanding customer service and following through on responsibilities or promises made to customers
•    Independent decision-making skills with the ability to handle and resolve complex issues
•    Conversational, patient and confident demeanor with a positive attitude
•    Ability to stay composed and objective with an angry customer, and de-escalate issues as needed
•    Motivated to create and perpetuate a team environment in the workplace and among other associates
•    Demonstrated ability to complete projects and assignments accurately in a fast-paced environment
•    Ability to use Windows based systems, email and chat programs, and familiarity with CRM systems and practices

Qualifications

•    2+ years previous customer service experience in an email based contact center
•    High school diploma or GED
•    Experience in a performance-based or metric-driven environment

Important Facts

•    This is a combination work from home and in office position
•    Our email / chat team is available 24 hours a day, 7 days a week
•    You must have full time availability
•    Overtime might be required during the week or over the weekend
•    When working from home you must have an internet connection with a minimum of 10 mbps to handle simultaneous voice and data transmission