Call Center Representative (Overnight position: 11 pm - 7:30 am EST)

Job Title: Call Center Representative (NIGHT-SHIFT POSITION)

Location: Remote

Duration: 6 + Months with Extensions

Overnight position: 11pm - 7:30 am EST; rotating weekends after 90 days.

We are looking for a competent Call Center Representative to field customer calls and emails, provide information, place parts and consumables orders, create price quotes for services, assign field technicians to sites. With the primary goal to achieve excellent customer service for our customers that drives sustainable business growth.

Specific Duties and Responsibilities:

• Respond to all phone and emails from customers and internal team
• Open service requests and sales orders for contract parts, returned parts and projects
• Manage telephone and email enquiries.
• Review open service requests and bring to a satisfactory closure within a timely manner.
• Help to manage for new machines to be installed, moved and decommissioned.
• Ensure all project information is updated in Salesforce.
• Manage quotes being sent to customers, and process through to the Order Entry team for order creation.
• Ensure parts are shipped ready to meet field technicians.
• Keep customers regularly informed of service request progress.
• Coordinate repairs and technical support with field personnel and schedule workload accordingly

Education & Experience:

• Proven experience as call center representative or similar position
• Experience in customer service is essential.
• Proficient in English; Good knowledge of additional languages will be a definite plus.
• Working knowledge of MS Office
• Ability to work under pressure.
• Ability to work independently and multi-task.