Duties and Responsibilities:
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Performing POD validation and related tasks
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Assist in maintaining trackers
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Processing order validation requests from customer support team or other departments and other related tasks
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Assist in gathering data for escalation review
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Conduct basic investigation through internal systems to assist in resolving customer issues
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Escalate complex, urgent, critical issues that require other department's help to relevant teams
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Reach out to customers to provide updates regarding complaints follow - ups, and or validation, or gather additional information as needed
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Follow communication procedures, guidelines and policies
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Provide accurate, valid and complete information by using the right methods/tools
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Other tasks may be assigned by the Assistant Team Lead, Team Lead, Customer Support Manager and Head of Customer Service.
Qualifications:
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Skills in using ticketing systems is a plus
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Familiar with using MS Excel, PPT or equivalent Google programs (GSlides, GSheets) but not required
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Strong phone contact handling skills and active listening
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Can generate creative solutions
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Can work well under pressure
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Must be a team-player
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Must be adaptable to change according to business needs
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Willing to work on shifting schedules