Customer Care Agent

About Us

We are the independent expert in assurance and risk management. Driven by our purpose, to safeguard life, property, and the environment, we empower our customers and their stakeholders with facts and reliable insights so that critical decisions can be made with confidence.

As a trusted voice for many of the world’s most successful organizations, we use our knowledge to advance safety and performance, set industry benchmarks, and inspire and invent solutions to tackle global transformations.

About Digital Solutions

We provide engineering software tools and enterprise solutions for managing risk to improve safety and performance across industries, including the maritime, energy, and healthcare sectors. Research, development, implementations and partnerships with our customers have earned us the position as a trusted third-party vendor of software and services. We are accelerating the pace of transition toward the digitalization of systems and software-as-a-service (SaaS) solutions to give customers the efficiency and flexibility of the cloud, including the power and insights from advanced analytics.

About The Role

We are currently seeking a talented and ambitious Cutomer Care Agent to help drive engagement for our diverse range of Software Solutions offerings. The candidate will be located in India - Pune.

As a Customer Care Agent At DNV, You Will

• First point of contact for all our customer needs in terms of holistic and professional support and advice as 1st level support agent.
• Managing incoming customer concerns from phone, live chat and web channels.
• Provide accurate information about products and services.
• Handle and resolve customer complaints professionally and efficiently.
• Document customer interactions and maintain accurate records.
• Work collaboratively with other departments to resolve issues.
• Follow up with customers to ensure their issues are resolved satisfactorily.
• Proactively communicate towards the hierarchy in case of problems and implement adapted corrective actions.
• Conduct training or participate in the training of existing customers and transfer knowledge and know-how.
• Ensure the continuity of service (you may have, occasionally and partially, to replace your superior).
• Maintaining and adding customer data in our ERP and CRM system.
• Participate in the implementation of projects in collaboration with the clients.
• Willing to work outside normal working hours (if required)
• Willingness and ability to travel for vessel attendance / customer training (if required)
  
  

What we offer

• Flexible work arrangements for better work-life balance
• Generous Paid Leaves (Annual, Sick, Compassionate, Local Public, Marriage, Maternity, Paternity, Medical leave)
• Medical benefits ( Insurance and Annual Health Check-up)
• Pension and Insurance Policies (Group Term Life Insurance, Group Personal Accident Insurance, Travel Insurance)
• Training and Development Assistance (Training Sponsorship, On-The-Job Training, Training Program)
• Additional Benefits (Long Service Awards, Mobile Phone Reimbursement)
• Company bonus/Profit share.
  
  

*Benefits may vary based on position, tenure/contract/grade level*

DNV is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without regard to gender, religion, race, national or ethnic origin, cultural background, social group, disability, sexual orientation, gender identity, marital status, age or political opinion. Diversity is fundamental to our culture and we invite you to be part of this diversity.

Experience

About you

• Bachelor of Science degree in IT/Computer Science required
• Minimum 3 years of proven experience in customer support.
• Proficiency in database management systems, including SQL Anywhere, MS SQL, and MySQL.
• Familiarity with ticketing systems such as ‘EcholoN’ and ‘Salesforce’ is highly advantageous.
• Exposure to Microsoft Azure is a plus.
• Familiarity with Ship Operations domain is a plus.
  
  

Skills

• Strong grasp of Microsoft Windows operating systems and their features.
• Comprehensive understanding of IT environments, including Microsoft Windows, Virtual Machines, and Remote Desktop. 
• Customer-centric mindset with a dedication to delivering outstanding service.
• Exceptional verbal and written communication skills.
• Team-oriented with a strong ability to collaborate effectively to meet company objectives.
• Fluent in English.