Senior Service Representative, Customer Experience

Global Industrial

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

•    Responsibilities: Handling customer inquiries and concerns timely and efficiently.
•    Working for 4 hours on assigned skillset
•    Conduct live quality audits /SBS throughout the team
•    Shadowing Team leader for managing operational tasks
•    Investigate, identify defects and provide accurate resolution for cases in a timely manner
•    Out calling Customer, Warehouse or Vendor for getting an end to end resolution
•    Consulting across business operations, providing mentorship, and contributing specialized knowledge.
•    Mentor representatives on taking ownership and handling complex issues
 

Competencies and skills

Qualifications: 

•    Minimum 1 years’ experience in chat/email in Global Industrial. 
•    Disciplined self-starter with strong work ethic
•    Strong organizational, administrative and time management skills
•    Demonstrated success in mentoring agents. 
•    Excellent oral/written communication skills. 
•    Basic knowledge in Microsoft Excel, PowerPoint and Word.

EEO/AA Statement