Nagarro-posted 9 months ago
$18 - $20/Yr
Full-time
New York, NY
Professional, Scientific, and Technical Services

This is an ONSITE position. We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (19,500+ experts across 35+ countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!

  • Perform outreach to necessary customers, including follow-ups as needed to complete case data entry
  • Understanding and using the case compliance timeline and the use of time stamps for tracking transactions/outreach
  • Provide support to the customers via any form of communication that is required, i.e., phone, e-mail, chat
  • Coordinate language translation services as needed, nine languages using a third-party tool
  • Logging all work into Customer Relationship Manager (CRM) IT Service Management (ITSM) tools
  • Research information using available resources like knowledge base, workflows, defined scripts
  • Identifying customer problem and following the script to provide resolution or answers to questions
  • Obtaining and evaluating all relevant data to handle inquiries
  • Recording details of comments, inquiries, and actions taken for all work
  • Escalate priority issues to the Team Leaders for a successful resolution if needed
  • Must work as per Business Unit quality parameters defined
  • Excellent communication skills and a good listener
  • Attention to customer service and pride in work
  • Ability to maintain customer confidentiality
  • Excellent time management skills
  • Detail oriented
  • Great follow-up skills
  • Ability to use positive language and stay calm in surprise situations
  • Empathy and patience in customer interactions
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