Customer Service Coordinator - US Voice Support

Customer Service Coordinator - US Voice Support

Apply remote type: Remote

locations: IND - Mumbai

time type: Full time

posted on: Posted 2 Days Ago

job requisition id: R0044684

The Customer Service Coordinator provides customer pre & post-sales support across Wolters Kluwer Health applications for a variety of inquiries, billing issues, and product/service concerns in a high-volume, fast-paced environment. The Customer Service Coordinator will be required to effectively multitask by accessing and updating customer records utilizing multiple computer applications, systems, and resources. The customer base spans across individuals, medical professionals and students, medical and academic faculty, and researchers who interact with customer service via phone, email, web-based queries, and other forms of correspondence.

Working within a supportive team, the Customer Service Coordinator will take full ownership of a range of issues and manage these through to resolution. This ensures a seamless integration with Wolters Kluwer Health clients’ business processes as we work to efficiently resolve customer issues. Daily activities require liaising with other departments and fully diagnosing problems that have been submitted directly by end users.

Training on the company's wide product range and all tools necessary to implement customer requests will be provided. Ongoing training sessions will be conducted on updates to existing products and new products released by WK Health.

Essential Duties and Responsibilities

• Respond to customer service enquiries that will include such tasks as: tax exempt adjustments, pay per view, order entry and queries related to orders, journal access, claims, gratis, group hospital, Stedmans product line, web store, and general updates such as address changes.
• Utilize electronic systems to ensure that all enquiries and customer contacts are logged as they occur.
• Assist supervisor with the management of daily activities over a group of representatives that handle customer service inquiries and problems via the telephone and sometimes e-mail.
• Manage customer inquiries from onset to resolution through independent problem-solving skills aiming for a one-call resolution when possible.
• Ask relevant questions to understand customers' needs and requirements.
• Utilize CRM system data to monitor quality control of customer interactions; assist with managing documentation of QA process for the team.
• Adhere to critical monthly deadlines to ensure minimal backlogs and provide expected level of service.
• Use provided systems and procedures to monitor quality control for all customer interactions.
• Participate in the testing of modifications or upgrades to the fulfillment system.
• Perform other tasks/duties as assigned.

Education

• Graduation.

Experience

• Required minimum 4 - 5 years' experience in a call center environment (USA voice-based).
• Proficient in MS Outlook, Word, Excel.

Other Knowledge, Skills, Abilities

• Ability to work extended hour shift.
• Flexibility to adjust shift hours with advanced notice.
• Flexible and able to adjust daily routine.
• Well organized and able to prioritize a high workload in a team environment.
• Patient and helpful under pressure.

Be the Difference

If making a difference matters to you, then you matter to us.

Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day.

We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world.

You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.

About Wolters Kluwer

Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide.

Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.

Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers.

We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide.

Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions.

Building Diverse Teams

As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work.

We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion.

This principle is ingrained in our company values and articulated in our Code of Business Ethics.

At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.

In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program.

Equal Opportunity Employer

Wolters Kluwer and all its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected status.