Senior Customer Service Executive - Multi-Channel Support

Customer Service Professional III - Multi‑Channel Support

• Receives inquiries from customers from various sources (phone and email), answers questions and/or resolves individual problems.
• Coordinates and develops customer relationships by handling customer inquiries on such topics as My Home, invoicing, label and inspection, etc., opening new projects and supporting a smooth communication between customers and UL departments.
• Collects customer product information, identifies the industry that will perform work, and communicates completion time commitments.
• Prioritizes customer needs, determines any special requirements, and obtains required information and samples to open the project.
• Organizes customer information by classifying and segmenting the customer, entering new or updated information into database, etc., using the Customer Relationship Management (CRM) system.
• Provides support for non-technical customer requests, including questions/issues such as billing inquiries, service requests and general UL information.
• Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.
• Performs other duties as directed.

• Engage with customers through multiple channels, such as email, phone, chat, and sms to manage customer relationships and to ensure execution of customer requests 
• Provide assistance to existing customers at critical times of the year. May support multiple products and technology. 
• Identify and clarify issues while working collaboratively with customers to achieve prompt resolution o Provide accurate, valid, and complete information using the right processes and tools 
• Handle customer complaints, provide appropriate solutions and alternatives within time limits; follow-up to ensure resolution 
• Keep records of customer interactions and documents

• Collaboration: 

• Collaborate with other team members to provide insight and guidance o Assist new team members 
• Participate in brainstorming sessions and contribute with creative ideas 

• Other responsibilities: 

• Provide training to customers on existing functionality 
• Perform additional duties as needed 
• Meet personal and team performance targets

Education at degree level or equivalent work experience. 2+ years' work experience. 

• Minimum one (1) year of experience in help desk, customer service, or contact center industry. 

• Experience interfacing with external (and global) customers. 

• Exceptional customer focus, relationship-building skills and a “do whatever it takes” attitude. 

• Experience working to effectively solve problems. 

• Ability to learn new technologies while maintaining high levels of performance in a high-pressure environment. 

• Strong communication skills, both written and verbal. 

• Strong curiosity and desire to learn. 

• Fluent English is essential and additional languages beneficial (Local Indian languages) 

• Change mindset: contribute to and actively participate in change initiatives, offer ideas for continuous improvement; high degree of adaptability to change. 

Preferred Skills: 
• Previous experience working in a global team with a distributed workforce is desirable.

Experience Level

Senior Level