Customer Care Executive

at  gemological institute of america

<p><b>This opportunity is for temporary role and the desired candidate shall be working on Contract for 6 months.</b></p><p>Manage client accounts; be responsible for overall workflow to complete services for assigned clients. Provide consultations, as needed, to address clients' gemological inquiries that are routine but less technical in nature<br/></p><ul><li>Influence production and shipping schedules when there are delays/issues</li><li>Resolve routine problems (e.g. delays ,mistakes) by troubleshooting, determining root cause and identifying the most appropriate response (coordinates with others to expedite solutions as needed)</li><li>Coordinate with other departments to resolve issues to ensure client satisfaction</li><li>Handle intake window as needed</li><li>Perform other duties as assigned by the supervisor or as per business needs</li><li>Monitor client accounts to ensure services are completed in a timely manner</li><li>Work directly with clients to handle queries, add/change services, arrange shipments, and provide report results, billing information and service information as necessary</li><li>Escalate client concerns to the appropriate person who can help resolve production, scheduling, shipping or invoicing problems</li><li>Perform other duties as assigned by the supervisor.</li></ul><p><u><b>Qualification:</b></u></p><p>Any Graduate may apply for this role.</p><p><u><b>Description of Success Factors:</b></u><br/></p><p>Sound knowledge and application of MS Office (Excel, Word, PowerPoint)</p><p>Sound knowledge and application of GIA proprietary systems (Spectrum, Searchlight, etc.)</p><p>Sound knowledge of key GIA people and their roles in production functions</p><p>Proficiency in functional department Standard Operating Procedures</p><p>Proficiency in Lab production workflows</p><p>Thorough understanding of GIA policies and procedures</p><p>Ability to apply specialized knowledge of the diamond grading and/or gemology function</p><p>Solid problem-solving abilities: identify problems and fix or escalate as required; fact finding to determine the best approach to solve the problems; learn to apply basic analytical thinking to clarify issues</p><p>Communication skills: Strong communication skills to answer clients clearly; ability to write routine reports and correspondence</p><p>Client-service skills: Solid skills to retain clients by handling client queries and complaints in a helpful and professional manner</p><p>Interpersonal skills: Create positive interactions with clients; client orientation and ability to adapt/respond to different types of situations and characters<br/>Patience: Always maintain a professional image; be polite and have good amount of stress tolerance, especially when interacting with difficult or irate clients</p><p>Motivated/take initiative: Identify opportunities for improvements in processes or efficiencies and new approaches for existing processes and communicate these observations to management; cross-trained in other functions/areas</p><p>Actively communicate with others in a timely &amp; professional manner; maintain positive and collaborative working relationship with others and peers and reconcile difference of opinions with others and peers<br/></p>