Client Services Representative - Surat Job in Gemological Institute Of America Inc.

Department: Client Services Level: L3 Reports to: Supervisor

Job Role: 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

Essential Duties:

• Influence production and shipping schedules when there are delays/issues
• 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)
• Coordinate with other departments to resolve issues to ensure client satisfaction
• Handle intake window as needed
• Perform other duties as assigned by the supervisor or as per business needs
• Monitor client accounts to ensure services are completed in a timely manner
• Work directly with clients to handle queries, add/change services, arrange shipments, and provide report results, billing information and service information as necessary
• Escalate client concerns to the appropriate person who can help resolve production, scheduling, shipping or invoicing problems
• Perform other duties as assigned by the supervisor

Qualification:

• Typically require High School and 2+ years of related experience within GIA or minimum 6 months experience as a level 1 or equivalent. AJP preferred.

Description of Success Factors:

• Sound knowledge and application of MS Office (Excel, Word, PowerPoint)
• Sound knowledge and application of GIA proprietary systems (Spectrum, Searchlight, etc.)
• Sound knowledge of key GIA people and their roles in production functions
• Proficiency in functional department Standard Operating Procedures
• Proficiency in Lab production workflows
• Thorough understanding of GIA policies and procedures
• Ability to apply specialized knowledge of the diamond grading and/or gemology function
• 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
• Communication skills: Strong communication skills to answer clients clearly; ability to write routine reports and correspondence
• Client-service skills: Solid skills to retain clients by handling client queries and complaints in a helpful and professional manner
• Interpersonal skills: Create positive interactions with clients; client orientation and ability to adapt/respond to different types of situations and characters
• Patience: Always maintain a professional image; be polite and have good amount of stress tolerance, especially when interacting with difficult or irate clients
• 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
• Actively communicate with others in a timely & professional manner; maintain positive and collaborative working relationship with others and peers and reconcile difference of opinions with others and peers