Customer Service Representative-Work from home

Zensar is looking for an individual who exhibits our ‘Think Like a Customer’ philosophy to join our telephone customer support team. The ideal candidate should be energetic and customer focused and possess tremendous phone presence. In this position you will be logging customer requests for service on servers, storage & networking devices, verifying contract status and conducting data collection of required system logs/files. You will take appropriate service actions to meet customer commitments and exceed their expectations. The Customer Service Rep will be responsible for following up with support personnel to ensure accurate and up to date information is being delivered.

Customer Service Support (Levels 1 through 4): Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges. Updates databases with status of returned materials issues and accounts for returns inventory. Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Ensure service information accessible by sorting and filing documents/forms. May schedule field service repair calls. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems.

There are 2 different shifts available:
Position one: is Fri-Mon 3:30pm – Midnight

Position two: Fri 7am-7pm, Sat 7am-7pm, Sun 7am-7pm, Monday 7am-11am

Keyword: Servicedesk, Customer Support, Helpdesk

Required Experience:
• Two plus years of telephone Customer Service experience in a fast paced environment

• A proven ability to support and exceed customer expectations

• Excellent verbal and written communications skills

• High School degree or equivalent

• Knowledge of IT services a strong plus

• Self-motivated and self-directing, requiring a minimum of supervision.

• Team player in a small but dedicated department.

• Must be willing to be on-call outside of business hours

• Strong organizational skills and ability to prioritize work to simultaneously handle a number of responsibilities and assignments. Ability to independently plan and deploy. Strong Knowledge of CRM applications desirable. Specific in Clarify, and other business related and call center applications. Data Entry and closure cause and call type selections required.

• 2nd shift and possibly weekend shifts

Core Corporate Competencies:
Customer Focus – Displays Think Like a Customer (TLC) perspective; establishes and maintains effective relationships with customers, gains their trust and respect, talks and acts with customers in mind; displays courtesy and sensitivity, displays maturity, meets commitments; responds promptly to customer needs.

Committed to Zensar Core Values – upholds organizational values, works with integrity and behaves ethically; inspires trust by being a direct, truthful individual; keeps commitments, fosters accountability in others and self; treats people with respect; commits to being the best at what they do.

Action-Oriented/Results-Focused – volunteers readily; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for help when needed, steadfastly pushes self and others for results; is capable of executing plans to deliver results; pursues training and development opportunities; is personally committed and strives to continuously build knowledge and skills.

Peer Relations (Cooperation/Teamwork) – embraces a can do attitude; can quickly find common ground and solve problems for the good of all; exhibits objectivity and openness to others’ view, contributes to building a positive team spirit, encourages collaboration throughout the organization; offers assistance and support to co-workers, works cooperatively in group situations; gives and welcomes feedback; puts success of team first.

Problem Solving – asks sound questions and probes all feasible sources for answers; can see underlying or hidden problems and patterns; looks beyond the obvious and doesn’t stop at the first answer

Dependability – Schedules time off in advance, begins work on time, scheduled break time and lunch are adhered to and enforced, ensures work responsibilities are covered. Readily participates in stand-by duties besides normal working hours 24/7. Is dressed for success and has an organized workspace. Is courteous, professional and respects the work environment

Exceeds: Goes beyond consistently, sets an example, proactive, overachiever, continuously looks to bring additional value, solution oriented, risk taker, leader.

From: Zensar Technologies