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Client Services Coordinator-west Unified Communications India Jobs

West Unified Communications India Private Limited
Job Shared by MonsterIndia
Job Description
MAJOR JOB ACCOUNTABILITIES
Customer Support Function - Maintain and develop one-on-one client relationships by
facilitating a smooth transition from sales to implementation of services while ensuring
adherence to corporate and department policies and procedures
* Run reports as clients request them while performing analysis for client specific needs
* Lead and demonstrate training sessions for the client while working with the client to
determine the best product for their needs
* Respond to client inquiries in a timely manner, and introduce new products and work to
resolve any issues.
* Act as a single point of contact for clients on all non-sales/pricing activities and all impacting
issues which includes building and maintaining successful relationships and exploring
opportunities for revenue growth
* Ability to respond to a clients request 24 hours a day, 7 days a week
* Support and administer post-sale activities associated with the client to include timely delivery
of products and services
* Work with internal staff (e.g., Operations, Sales, etc.) to ensure client success and increased
sales
* Maintain the client's current levels of business and promote the growth of the client's
relationship
* Support the implementation process, as needed
* Coordinate with technical support and clients to proactively plan for upgrades
* Provide pre-call and call execution support
* Provide post-call support and problem management for technical and non-technical issues
ensuring any post-call follow up work is completed
* Coordinate client notifications (e.g., outages, planned maintenance, emergency maintenance,
product upgrades or changes or new product launches) with the appropriate team.
* Maintain a working knowledge of the clients products and services
Client Relationship Managemet - Establish an excellent working relationship with assigned
client(s) or client representative, continuously striving to improve the level of overall service
provided
* Measuring and monitoring ongoing client satisfaction results and identify and deliver programs
to increase satisfaction
* Conact clients to inquire about the success of the call and log any trouble tickets
* Provide customer service that exceeds client expectations
* Provide industry knowledge and expertise to implement a validation strategy for clients to take
advantage of upgrades, new product modules, etc.
* Serve as a client advocate ensuring quality and delivery of service ensuring all client or internal
issues are followed through to resolution in a timely manner
* Escalate to management any situation outside the employee's control that could adversely
impact the service provided to the client

Problem Resolution - Participate in the activities related to problem resolution
* Respond to customer concerns/issues with sense of urgency
* Thoroughly document customer concerns/issues
* Escalate concerns/issues to supervisor when outside of area of responsibility
* Provide feedback to management/departments concerning recurring concerns/issues
Team Interfaces/Customer Service - Establish and maintain a professional relationship with
internal/external customers, team members and department contacts
* Cooperate with team members to meet goals or complete tasks
* Provide customer service that exceeds customer expectations
* Treat all internal/external customers, team members and department contacts with
dignity/respect
* Escalate work flow and communication issues to supervisor
Related Duties as Assigned - -
* The job description documents the general nature and level of work but is not intended to be a
comprehensive list of all activities, duties, and responsibilities required of job incumbents
* Consequently, job incumbents may be asked to perform other duties as required
* Also note, that reasonable accommodations may be made to enable individuals with disabilities
to perform the functions outlined above
* Please contact your local Employee Relations representative to request a review of any such
accommodations
MINIMUM QUALIFICATIONS
Applicant for this job will be expected to meet the following minimum qualifications.
Education
* Bachelors degree form an accredited college or university with major course work in business
administration, management, communications, marketing, or a related field required.
* Equivalent work experience in a similar position may be substituted for educational
requirements
Experience
* Minimum 2 years customer facing, client services, or account management experience required
preferably in a business-to-business environment
* Minimum 1 year experience supporting conferencing products preferred(preferably CISCO).
Other
* Intermediate knowledge of MS Word and Excel required.
* Strong understanding of all Company service offerings
Qualities Needed for This Jobs
Client Service, Cisco
Candidate Profile
Responsible For Maintaining And Developing A One-on-one Client Relationship By Facilitating A Smooth Transition From Sales To Implementation Of Services; Run Reports As Clients Request Them While Performing Analysis For Client Specific Needs.
Looking for Any Graduate / Post Graduate graduates profile.
More Information
Location Bangalore
Education Any Graduate / Post Graduate
Experience 2 (yrs)
Industry Call Center
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