Senior Customer Service Representative

Senior Customer Service Representative(6:30 to 3:30 pm shift, APAC customer, international calling chat & phone exp, )

About the Role:
As a Senior Customer Service Representative, you will leverage your specialized skills to provide comprehensive support and resolve non-standard operational problems. You will act as a resourceful team member, contributing significantly to customer satisfaction and operational efficiency.

Responsibilities:

• Create Welcome Kits for firms/vendors using Word, Excel, Salesforce
• Research firm information using the internet
• Track the Welcome Kit life from creation to Quality Assurance, uploading to distribution
• Update Salesforce by calling firms to verify old data, update firm/vendor name/address, add new users to Salesforce.
• Create and upload spreadsheets to Salesforce, Control Panel, and Collaboration Portal
• Answer firms/vendors questions about the law firm on boarding processes and general pricing inquires Resolve customer questions and issues regarding Welcome Kits through thorough research
• Resend Welcome Kits and previously completed UIFs when requested
• Monitor firms/vendors that do not accept the service agreement to see if they can be assisted to click thru
• Accurately enter all contact with firms/vendors into Salesforce database
• Weekly review of unassigned UIF’s to make sure all UIF’s have been assigned
• Answer all emails that come in pertaining to new Welcome Kit requests and vendor questions.
• Maintain database of customer information and communication to include data clean up (i.e. identifying firms as inactive or exempt based on client feedback; make sure all information is entered uniformly Maintain Welcome Kit tracking document to accurately track and document each Welcome Kit request
• Maintain the work load balance between the firm implementation and firm welcome kits if necessary
• Maintain excellent working relationships with Wolters Kluwer departments 

Skills:

• Strong project planning and execution skills
• Good communications skills and a team player
• Ability to work in a fast paced challenging environment 
• Effective Time Management skills
• Multi-lingual experience (English, French, German, Spanish and other languages) would be a plus
• BPO experience preferred
• Willingness to work APAC time zone. (6:30am to 3:30pm IST)

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Experience Level

Entry Level