Executive Customer Service

Date: Aug 6, 2022

Location: Mumbai, IN

Company: Carestream Health

Position Summary:

The CCD (Customer Service) Agent has a fundamental role in providing support within the defined time window, creating service calls and/or redirecting customer calls to a specialized support group and/or to our field engineers to provide immediate solution to all the doubts and issues which may arise with their digital or analog equipment as well as consumables for their equipment. The Service Agent will also support Field Engineers who need to update cases, create invoices (feedback) specifying time and materials used to resolve customer issues. 

Position Responsibilities:

Represents the interface with the Service Department and Logistics Service Parts Department
• Acts as one contact to the Customers/stake holders/country and functional representatives, communicating all relevant information and ensuring customer satisfaction
• Having the role of Dispatcher, he/she receives service requests from customers and field engineers via phone, e-mail or fax 
• Records all data provided by the customer in the systems, in order to make sure that the signaled issue will be solved; takes all and any relevant pieces of information in order to help solving the case, making sure the field engineers who are going to contact / visit the customer will be informed correctly and  as rapidly as possible 
• Places spare part orders for customers 
• Upon request from field engineers/ stake holders/country and functional representatives (received via phone, or electronic mail) the dispatcher offers data about equipment (location, historic), spare parts, customers, contact people 
• Plans and keeps track of activities performed by field engineers; 
• Places spare parts orders for field engineers, respecting indicated destination details 
• In special situations, performs the formalities needed for closing cases, by registering all data from feedback sheets in the system 
• Performs needed formalities in order to register newly installed equipment in the system 
• Issues, gets approved and sends to the requesting parties (customers or field engineers) quotes for acquisition of spare parts and service calls, based on data existing in the systems and on requirements specific to his / her area of responsibility

Required Skills & Education:

Bachelor’s Degree is a Must

1-5 yrs in similar role

Monday to Friday 8.5 hours shift between 17:30 and 05:30 Mumbai time. Flexibility to shift schedules. Rotational Weekend Support

Previous work experience in customer relationships, supply chain and logistics departments
Good experience in Order management

General knowledge of MS Office 
Ability to articulate clearly.
Very Good Communication skills, preferred candidate would have a prior experience in supporting US customers on calls & emails (Accent neutral spoken English)
Readiness in data capturing.
Interpersonal abilities.
Teamwork abilities,
Ability to work under pressure

Application Knowledge:
SAP, CRM, MS Office.

Desired Skills:

Work Environment:

Physical Requirements: