Service Engineer

Xylem; India; On-site; INR 400,000 - 600,000; Full time

Job summary

Xylem is seeking a Customer Service Representative (CSR) in India to be the primary contact for customers, handling inquiries, orders, and issue resolution. You will generate sales leads, maintain records, and collaborate with other departments to ensure a high level of customer satisfaction.

The role requires strong communication, problem-solving, and a customer-oriented approach, with responsibilities spanning multi-channel support, process improvement, and customer relationship management.

Qualifications

• Bachelor’s degree in Business, Marketing, or a related field with work experience of more than 5 years that provides exposure to fundamental theories, principles, and concepts.
• Strong analytical skills with the ability to interpret complex data.
• Proficiency in sales tools and software (e.g., SalesForce, CRM systems).
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively with cross functional teams.
• Strong negotiation and closing skills.
• Knowledge of market research and competitive analysis techniques.
• Ability to develop and implement sales strategies and plans

Responsibilities

• Providing excellent customer service to clients
• Addressing and resolving customer inquiries and concerns
• Building and maintaining strong relationships with customers
• Assisting customers with product or service information
• Processing orders, returns, and exchanges
• Documenting and updating customer records
• Collaborating with other departments to ensure customer satisfaction
• Identifying and escalating complex customer issues to appropriate teams
• Conducting customer satisfaction surveys and reporting feedback to management
• Staying updated on company policies, products, and services
• Continuously improving customer service processes and procedures

Skills

Strong analytical skills

Excellent written and verbal comms

Independent and collaborative work

Negotiation and closing skills

Market research knowledge

Education

Bachelor’s degree in Business/Marketing or related field

Tools

SalesForce

CRM systems

Job description

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

Job Summary

The Customer Service Representative (CSR) is the primary point of contact for customers, handling inquiries, complaints, and providing information about products and services. They manage incoming calls, generate sales leads, and identify and assess customer needs to achieve satisfaction. CSRs are responsible for maintaining customer records, processing orders, and resolving issues promptly and efficiently. This role requires excellent communication skills, problem-solving abilities, and a customer oriented approach to ensure a high level of customer satisfaction.

Responsibilities

• Providing excellent customer service to clients
• Addressing and resolving customer inquiries and concerns
• Building and maintaining strong relationships with customers
• Assisting customers with product or service information
• Processing orders, returns, and exchanges
• Documenting and updating customer records
• Collaborating with other departments to ensure customer satisfaction
• Identifying and escalating complex customer issues to appropriate teams
• Conducting customer satisfaction surveys and reporting feedback to management
• Staying updated on company policies, products, and services
• Continuously improving customer service processes and procedures

Communication

• Communicating with customers via various channels such as phone, email, and chat
• Listening actively to understand customer needs and concerns
• Providing clear and accurate information to customers
• Resolving conflicts and diffusing difficult situations with customers
• Communicating customer feedback and suggestions to relevant teams for improvement

Time Management

• Managing multiple customer inquiries and tasks simultaneously
• Prioritizing urgent and important tasks effectively
• Meeting set targets and deadlines for customer service performance
• Maintaining a high level of productivity and efficiency while delivering quality service to customers

Problem-solving

• Analyzing and identifying the root cause of customer issues
• Developing creative solutions to resolve customer problems
• Collaborating with team members to find solutions to complex issues
• Following up with customers to ensure their issues have been resolved to their satisfaction

Teamwork

• Working collaboratively with team members to achieve shared goals
• Providing support and assistance to team members when needed
• Contributing ideas and suggestions for improving team performance and customer satisfaction
• Creating a positive and supportive work environment for the team and promoting teamwork and cooperation.

High Impact Behaviors

• Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.
• Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.
• Results Driven Performance: High performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

Qualifications

• Bachelor’s degree in Business, Marketing, or a related field with work experience of more than 5 years that provides exposure to fundamental theories, principles, and concepts.
• Strong analytical skills with the ability to interpret complex data.
• Proficiency in sales tools and software (e.g., SalesForce, CRM systems).
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively with cross functional teams.
• Strong negotiation and closing skills.
• Knowledge of market research and competitive analysis techniques.
• Ability to develop and implement sales strategies and plans

Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities.

Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.

Our Talent Community is a great way to stay connected to learn more about our high impact culture initiatives and latest career opportunities!

Want to know what kind of Impact you can make? Our goal is to optimize water access and quality, and promote responsible consumption, so that communities across the globe can thrive.

Through Xylem Watermark, our Corporate Citizenship Program, we provide and protect safe water resources for communities around the world by engaging all stakeholders and educating about water issues.

Inclusion and Belonging at Xylem Inclusion and Belonging are fundamental to how we enable our customers to tackle global water challenges.