Customer Service Representative

Company Description:

Aarcalev Technology Solutions empowers organizations across India, the Middle East, Africa, and Europe to build secure, resilient, and compliant ecosystems through proven IT and Cybersecurity Advisory. At Aarcalev, we focus on preparing, protecting, and empowering organizations to thrive in the digital era with confidence.

Role Description:

We are looking for a Customer Service Representative for one of our esteemed clients based out of USA. The Customer Service Representative will be responsible for supporting one of our key clients in managing customer inquiries, providing exceptional customer support, ensuring customer satisfaction, and enhancing the overall customer experience. Day-to-day tasks include responding to customer over calls and emails, resolving issues, maintaining customer records, and communicating effectively with internal teams to address customer needs and feedback.

Detailed Role Description and Activities:

• Support in retail customers’ service. Responsible for ecommerce, and other sales channels and maintaining high levels of customer service to the various customers in these channels.
• Manage the customer records in ERP and CRM systems. Update and maintain the customer library.
• Cross reference deals across the ERP and CRM systems to make sure pricing is aligned with no discrepancies.
• Navigate various customer portals and route, ship, and invoice orders
• Set up new customers in the Customer Master and maintain
• Communicate directly with customers and sales teams on order statuses through email, phone, and video chat. Coordinate shipping and delivery dates with cross functional departments
• Run reports and KPIs daily
• Support in the order fulfillment process
• Collaborate across various departments including but not limited to customer service, QA, etc.
• Communicate to various departments on order fulfillment status.
• Support in billing process, by collaborating with various stakeholders. Monitor and verify upcoming payment scheduled and report any discrepancies or inaccuracies.

Qualifications:

• Customer Service, Customer Support, and Customer Experience skills
• Experience in managing customer inquiries, resolving issues, and ensuring customer satisfaction
• Excellent communication and interpersonal skills
• Ability to work independently and remotely
• Proficient in using Oracle, Apex, and Microsoft 365
• Previous experience in customer service or support role is a plus
• Bachelor’s degree in business, Communications, or a related field is preferred

Work Timings:

• This will be a fully remote role
• Weekdays will be any selected 5 days between Monday to Saturday
• Workday will be 8 /8.5 hours, shift can vary between morning shift and evening shift