www.kgtiger.com Bangalore : Customer Service Representative

[Admin]

Company Name : KGTiger ( kgtiger.com )
Company Location : Bangalore
Designation (of vacancy) : Customer Service Representative
Company E-mail ID : edward.procter@kggroup.com
Company Website : www.kgtiger.com

Job Description, Candidate Profile, Company Profile, Company Address :
Job Summary
This position reports to the Senior Manager of Finance and Operations-India.

This individual will be required to understand and perform all aspects of Customer Service, including installation and licensing support, related to the normal day to day requests of customers via phones, email, and Web.

Customer Support Rep must have working knowledge of Windows, Linux, and Mac operating systems and the aptitude to learn our software license manager (FlexNet) and licensing model. Daily responsibilities will include (but not limited to) : troubleshooting and resolving customers' installation/configuration/activation issues, passcode generation, and explaining our licensing model, requests for account information, order status, corporate information, invoices requests, and training enrollments.

They will also work with other departments at the company to solve customer problems in the following areas : licensing policy, returns and license terminations, and invoicing. Basic teaming skills such as the ability to work with others, identifying and implementing suggestions for improvement, and actively participating in team meetings is also required.

Responsibilities
1. Customer Support - The majority of time will be spent servicing both internal and external customer requests via the phone, email and web. Must be resourceful, display excellent decision-making, problem solving, conflict resolution skills, and show a proper amount of empathy for our customers. Must also be a champion for our customers. This person will have direct supervision, but should be able to work independently.
2. Project related activities- Projects will be assigned based on departmental needs and individuals career objectives. Assigned projects will be focused on : identifying and implementing ideas for process and policy improvements; writing and reviewing solutions; and participating on cross-functional teams.
3. Teaming activities – After three months a person should be involved in facilitating team meetings. They must also have strengths in decision making, consensus building, conflict resolution, and problem solving on team related issues. This person should be providing input/feedback that defines solutions that are best for all. They should be able to step back from issues and look at the big picture without emotion or bias with the understanding that the impact of their decisions may be significant.

Qualifications
** Bachelor Degree in Business or Computer Science
** 6-12 months of IT/IS experience
** 1-3 years Customer Service experience, with a focus on helping customers via phone and email.
** Working knowledge of Linux, Windows, Mac, Networking, and knowledge of License Management
** Previous experience working with a CRM system (preferably Siebel).
** Demonstrated problem solving skills.
** Strong verbal and written communication skills.
** Strong organizational skills.
** Excellent judgment and decision making skills.
** Follow through on tasks to completion.
** Ability to identify and implement process and policy improvements.
** Professional phone manner.
** Professional and positive attitude.
** Ability to work in a dynamic, fast pace team environment.
** Consistent attention to detail.

Plus :
** Experience working in a Windows environment with multiple applications and navigation between applications to solve problems a plus.
** English-spoken and written. Knowledge of Hindi and another local language would be a plus

About US :

KGTiger is neither an agency nor search firm. We are professional services firm that works exclusively for clients, providing solutions to improve their recruiting productivity and identify top-talent for current and future requirements. Your confidentiality is totally respected. Only after your permission is obtained will any employment-related information be shared with our client.

General Notes :
1) This is a user submitted job / vacancy / career posting.
2) For more details of the company visit the company website.
3) This is a job posting of KGTiger, at Bangalore for the post of Customer Service Representative

More Information about this submission and submitter :
Submission ID : 4109493
Date & Time : 9th May 2011 12:02 PM (UTC)
IP Address : 220.225.134.2
Browser info : Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 5.1; .NET CLR 2.0.50727; .NET CLR 3.0.4506.2152; .NET CLR 3.5.30729)
Predicted Country : India

[Guest-IJT]

M Kumaravel
Email : kumaravel.murugesan AT gmail.com
Thorough professional with strong exposure and understanding of Operational Planning and implementation. Over ten years of accomplished experience in the field of Accounting, Operational Support including Project Management and Back office operations. Accustomed to working in fast paced environments with the ability to handle difficult tasks successfully.
Core Strengths


- Customer relationship management
- Process scheduling and improvement
- Team Management
- Strong attention to detail
- Excellent verbal / written communication skills
- Excellent computer skills

Experience
Business and doing part time job as Sales Tax Consultant in Sri Sakthi Traders , Chennai - Present
Computer Age Management Services Pvt Ltd, (BPO) Chennai, July 2006 – Apr 2011
( Senior Processing Officer )
Job Responsibilities :
Providing back office operational services to Fidelity Asset Management Company, Cams is Registrar and Transfer Agents provides comprehensive package of services to many Indian Mutual Fund families as Mutual Fund services solutions partner.
Functional areas : Transaction Processing / Dividend / NFO / Customer Service / Lien
- Accountable for authorizing and validating all financial transactions.
- Quality checking for One Crore and above trxn’s for Purchase,Redemption and Switch.
- Analysing Channel trxn’s on daily basis for Time Stamp , Import and Process.
- Knowledge in process of NSDL , CDSL trxn’s.
- Handling Scheme Maturity activities for MP series
- Analysing Third Party and NRI Purchase trxn’s.
- Set up of dividend controls for dividend processing as per the scheme structure.
- Accountable for sending dividend report to AMC operations.
- Instrumental in processing non financial transactions and work flows within the turn around time.
- Accountable for facilities such as managing schedule tasks, work flows and maintaining accurate and detailed files with a focus towards improved customer service.
- Effectively and efficiently managed a team of 5 in providing all financial transactions.
- Executed broker code corrections for transactions processed with incorrect broker codes.
- Responsible for implementing established quality procedure guidelines for Dividend.
- Set effective priorities to achieve immediate and long-term goals, ensure smooth work-flow and meet operational deadlines.
- Short-term assistance to areas with unexpected volumes; assist with procedure writing, work flow analysis, and special projects.
- Adept at Static, Dynamic Lien Marking and Removal.
- Prepared Internal Audit reports for divided and Lien processes.
- Prepared dividend and redemption payouts to Investors.
Achievements :
- Highly proficient in data cleaning for New Fund Offer and Dividend processing.
- Accurately processed non financial transactions and work flows well within the turn around time.
- Issues outside the purview of SLA are handled independently and with the advice of Unit Manager.
- Established and maintained good rapport with AMC & Bank for Dividend Funding.
- Got promotion as Senior Processing Officer in a Year.
________________________________________
Experience

Traders & Traders, Chennai October 1993 to July 2006
Coordinator Sales & EDP
Traders & Traders : A leading consignment agents for Birla Textile Group and single representative for Indian Rayon Industries Limited, Southern Region. Traders & Traders comes under flagship of Jhaver group of companies like Tablets India, Tagros Chemicals, Trophical Agro Systems and Zip Industries Etc.
Job Responsibilities :
Functional Area : Accounting Operations
- Maintenance of all accounts related to sales and sales reconciliation statements.
- Performed financial operational regulatory compliance and system integrated audits.
- Maintenance of individual accounts of all Fabric Exporters of South India. Accountable for submitting analysis reports to individual parties and to the company on a regular interval.
- Resolved consolidation and financial reporting problems and inefficiencies.
- Implement and direct monthly close and consolidation processes.
- Manage general ledger, accounts payable, accounts receivable, sales, billing, collections, cash management, investment, fixed asset activities.
- Review and approve all disbursements.
- interacted extensively with internal and external auditors coordinating quarterly and year-end financial and operational audits
- Maintained Sales Ledger and responsible for journal entries
- Prepared monthly financial statements and reports
- Reported financial summaries and analyses internally and to parent company
Functional Area : Branch Office Control
- Spearheaded the new company customer relationship initiative. Managed client books and accounts,
- Interacting and coordinating with all branches in Tamil Nadu and to ensure smooth running of the units. Visiting them on regular intervals.
- Full correspondence with the Principal and the parties all over South India with regard to Orders, Payments, Statement of account etc.
Achievements :
- Consistently delivered high rated performance and process improvement.
- Developed interpersonal and communications skills, having dealt with a diversity of professionals, clients, and staff members.
Education
Pachaiyapas College, Chennai
Bachelor of Arts in Economics from Madras University, 1993
Ino Soft Computers, Chennai
Diploma in Computer Applications, 2000
Technical Qualification
Department of Technical Education, Tamilnadu
Higher Grade in Type witting,
________________________________________
System Skills
Operating System : MS-DOS, Windows 98 / NT / 2000 / XP
GUIs : MS Office, Lotus Notes
DBMS : Fox pro, SQL
- Well versed in Windows 95 / 98 / NT / 2000 / XP operating system
- Proficiency in Internet.
- Adept at writing queries in SQL for data retrieval and report preparation.