The Communications business unit at Cyient has been enabling leading telcos across the globe to scale up network capacity quickly and efficiently, take products to market faster, and provide a better customer experience. Cyient partners with leading Communication service providers (CSPs) to design, deploy, and manage their network infrastructure, and help meet evolving communications demands of new-age consumers. We take pride in connecting 40% of telecom end-customers and businesses worldwide.
The **Customer Service Representative** role will play an integral part in assisting our customers with a variety of issues by providing customer service excellence and enhancing their overall experience.
**Customer Service Representative** will be responsible for, but not limited to:
+ Work in accordance with Cyient and client processes and procedures
+ Develop and maintain strong working relationships with clients, key stakeholders and business partners to ensure seamless delivery of end to end provisioning and associated processes.
+ Responsible remediating customer orders and ensuring that escalations are resolved as quickly as possible.
+ Coordinate and conduct high level & complex investigations to solve customer concerns with effective solutions
+ Ensuring that appointments, timeframes/deadlines and Service Level Agreements are met and maintained.
+ Ability to organise, prioritise and work well under pressure.
+ Capability to multi-task and operate multiple CRM systems, such as Siebel, MICA Flexcab and Axis.
+ Liaise effectively and professionally with internal/external business units to ensure that customer orders are completed as quickly as possible
+ Various administration tasks.
+ Being actively involved in team initiatives.
**Desired Skills & Knowledge:**
+ Work experience in a customer service contact centre or similar.
+ Demonstrated strong written and verbal, communication skills, including the ability to effectively deal with persons in complex interpersonal situations.
+ Proven ability to use initiative and think outside the box, strategically sourcing information needed for the remediation of customer orders.
+ Proven ability to provide exceptional customer service and build rapport, with both internal and external customers.
+ Strong attention to detail and sound administrative skills.
+ Strong organisational skills and ability to prioritise workload.
**Essential Characteristics Required:**
+ The ability to work under minimal supervision and as part of a team and to work openly and inclusively with others.
+ Flexible and adaptable to a changing working environment.
+ Work and contribute within a team environment.
**What is Success in the Role?**
+ Meeting KPI’s – timely complaint resolution, adherence and quality.
+ Maintaining a positive attitude.
+ Sharing ideas & successes.
**Skills & Experience**
Cyient is an Equal Opportunity Employer.
Cyient recruits, employs, trains, compensates, and promotes regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, veteran status, and other protected status as required by applicable law. We are proud to be a diverse and inclusive company where our people can focus their whole self on solving problems that matter.
At Cyient, we work towards improving the daily lives of people with unwavering focus. From a quieter flight to a safer train journey, a more reliable energy supply, or a faster internet connection, we provide engineering, manufacturing, geospatial, network and operations management services to industry leaders across the globe.
Our 15,000 associates are located in more than 21 countries, supporting 12 industries, including aerospace, rail transportation, power generation, telecommunications and medical technology.
With a sound track record of growth and profitability, we are committed to developing a sustainable society and actively promoting education and inclusive growth initiatives in our local communities.
We have established deep-rooted, enduring relationships with global industry leaders, by understanding their business needs, goals, culture, and core values. As part of our strong corporate ethos, co-creating business and public value is important to us. In this direction, the Cyient Foundation has developed a framework that unifies our diverse corporate social responsibility initiatives, such as government school adoptions, digital literacy programs, and social innovation technology projects.
Or, as we like to call it, Designing Tomorrow Together.