Sr Assoc, Customer Svc

Location: Chennai

Full/ Part-time: Full Time

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort,safetyand sustainability to life. Throughcutting-edgeadvancements in climate solutions such as temperature control, airqualityand transportation, we improve lives, empower criticalindustriesand ensure safe transport of food, life-saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at thecenterofeverything we do. For more information, visitcorporate.carrier.comor follow Carrier on social media at @Carrier.

About the role:

This position is for an established professional in Customer Service, who works under general supervision in responding to customer calls. Resolves moderately complex inquiries, collects and analyzes customer data to determine customer trends, and makes recommendations forthe update of procedures to improve Customer Service processes. Escalates complex issues to management.

Key Responsibilities:

As a Customer Service Associate , you’ll be responsible for:

• Confers with customers who contacts the organization by telephone or electronically, provides information about organization products or services, discusses customer accounts, and obtains and addresses customer complaints.

• Uses organization and product knowledge to address more difficult inquiries and provide follow up.

• Develops documentation used to solve difficult customer issues/requests/complaints. Directs queries to appropriate department or personnel, as needed.

• Researches published materials and secondary sources of information to find additional sources of information that can be recommended to customers to answer their questions to ensure customers' satisfactions are met.

• Collects and consolidates information regarding customer interactions and transactions, analyzes customer interaction and customer service trends to facilitate future needs in trainings and improvements in customer services.

• Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.

• May promote various products/services to ensure business targets are met.

• May provide after-sales support for various client contracts.

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