Customer Service Representative

Title: Customer Service Representative - 104316 Primary Location: India (IN) - Maharashtra - Pune Job Grade: 04 Employee Referral Bonus: Referral Bonus will be provided as per Company's policy. Duties: As a Customer Service Representative in the Contact Center for John Deere Financial (JDF), you will be researching and resolving North American inquiries received via inbound calls from customers and dealers on a variety of finance products to achieve service level This position completely works in night shift and supports United States Job Timings: US shift 6.30 P.M.- 4 A.M (8 months) / 7.30P.M- 5 A.M. (4 months) Document customer and dealer interactions and enter descriptive information online in order to provide history and track issue resolution Resolve and make business decisions on escalated and complex questions while referencing multiple screens and/or documents Track trends and identify streamlined processes for customer, dealer and product concerns and inform/provide feedback to appropriate departments or units Support in troubleshooting technical online requests, such as helping customers reset passwords, navigate JDF websites, etc. Delivers on key performance indicators around quality, effort, productivity and accuracy while adhering to legal expectations and procedures. Required: Proficient listening and comprehension skills in English Clear written and verbal communication in English with usage of proper grammar and an accent understandable by the customers. High level of patience and customer centricity in resolving customer services requests. Proficient in using Microsoft Office applications plus, intranet and internet. Able to multi-task and work well in a fast-paced environment. Experience independently gathering appropriate information and diagnosing the cause of a problem before taking action with the ability to make independent decisions Experience with negotiation and conflict resolution, along with strong attention to detail and basic math skills Knowledge of installment, revolving and leasing finance products is preferred. Desired: Experience in Banking and Financial Services Industry customer support services catering US Customers (1-3 yrs) Experience working in customer service or related customer-oriented environment in an International Call Center Setup (1 - 3 years) Experience in using Excel, Microsoft Word and other Microsoft tools. (1 - 3 years) Work experience in a team environment. (1 - 3 years) Experience with transaction data entry and processing. (1 - 3 years) Education: Graduate or postgraduate in any discipline
This position will be posted till 21st December 2023.

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