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Customer Service Rep II

1 dia atrás

São Paulo, São Paulo, Brasil TD SYNNEX Tempo inteiro

TD SYNNEX connects the world with the power of technology. Our end-to-end portfolio of products, services and solutions, highly specialized skills, and expertise in next-generation technologies enable channel partners to bring to market the products and solutions the world needs to connect, grow and advance. TD SYNNEX is ranked No. 83 on the Fortune 500 and has been named one of Fortune's World's Most Admired Companies for nine straight years. To find out more, follow us on Twitter, LinkedIn, and Facebook.
 
This role requires exceptional customer service skills involving the ability to function in a Call Center environment dealing with inbound/outbound calls from various customers. The CSR II is required to take calls and input data into project databases while actively updating customer accounts and service tickets. This position is not simply reading a boring script 
 
1st and 2nd shift times available based on candidate available and determined upon offer.  Let us know what works for you 
 
Candidate must be flexible and able to switch between different programs based on incoming call volume and technical assistance needs. May also perform other duties as assigned.

Essential Duties & Responsibilities Required

The CSR II role has responsibility for the Support of TechData customers. This role is responsible for answering inbound calls and responding to customer escalations.  When appropriate, the CSR II is responsible for validating customer entitlements. Through a series of interactive questions and/or decision tree steps, the CSR II captures customer contact and issue information, drives a series of end-user actions and/or responses, and either resolves the issue or prepares the issue for escalation. The CSR II is responsible for documenting his or her actions in the ticketing system.  This role requires experience in coordinating activities with multiple teams, which include technical, parts and logistics. 
 
Principal Responsibilities/Job Level Specifications:

  • Applies general knowledge of the organization, job content, practices and procedures.
  • Has acquired the knowledge and skills necessary to be proficient in all aspects of job
  • Performs functions moderately complex in nature and recognizes the need to apply various methods to accomplish tasks.
  • Work is performed independently under minimal supervision except for new assignments.
  • Sets priorities for performing work and managing time to complete tasks.
  • Interacts with peers and direct management.
  • Some exchange of information with other internal departments or work groups is required to perform role.
  • Based on nature of the role, may frequently field requests from others in the organization or externally.
  • Impact of decisions may affect the department.
  • Errors may result in moderate loss of time, resources and customer/user satisfaction. 
  • Responds to inquiries, expedites critical orders, communicates dispositions, researches and resolves problems, and researches orders.
  • May provide quote preparation, order tracking, backlog processing, invoicing, returns, discrepancy resolution, customer credit issues, support to sales team and external customers.
  • May also perform other duties as assigned.
Qualifications, Required Knowledge Skills & Abilities and Working Conditions

Work Experience:

  • 1-2 years in a technical customer service role 

Education and Certification(s):

  • High School Diploma or equivalent

Distinguishing Characteristics:

  • Must have computer, email, phone, communication and problem solving skills; Outlook, Word, and Excel experience is required
  • MUST be able to coordinate with other team members/vendors to identify and solve issues. 
  • Must be able to multi-task and work in a fast paced environment. 
  • Overtime may be required based on business need.

Key Skills

At TD SYNNEX, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.

What's In It For You?

  • Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
  • Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
  • Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
  • Diversity, Equity & Inclusion: It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
  • Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
  • Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don't meet every single requirement? Apply anyway.

At TD SYNNEX, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for