International BPO Executive

· Handle Inquiries: Answer inbound/outbound customer inquiries via email, voice, chat (and other media) by diagnosing product issues and taking appropriate actions.

· Ticket Assignment: Use technology (software like Sales Force, SAP) to assign requests / tickets to the relevant field team for resolution.

· Procedure Implementation: Assist in implementing procedures to maximize uptime on email and phone coverage.

· Escalation: Escalate unresolved issues according to the escalation matrix and ensure timely resolution.

· Technical Understanding: Read and understand technical publications, diagrams, and specification documents.

· Upselling: Promote Kohler products and accessories as appropriate.

· In addition to working with end-users of products, also perform advance troubleshooting and advice specification guidelines with plumbers, designers and retail, wholesale and showroom personnel

· In addition to troubleshooting, also walk end customer and trade professionals through step-by-step installation and/or repair of Kohler and Sterling products

· Effectively use Customer Care Center technology (i.e. customer registration software, portal, SAP, Intranet, Internet, email, phone system, scheduling software) and all other tools/resources available, including technical literature and price books