Farath Aliya

Customer Service Specialist II is responsible for providing the first level of technical support for products and services. This position will work with customers and internal support teams to assist with trouble shooting and problem resolution.  Key elements of this role include familiarity with Syniverse’s products and services, and the ability to quickly identify and address customer needs

Key Responsibilities:

• Track customer reported problems following ticketing procedures.
• Ensure individual/departmental objectives are met.
• Complete various administrative activities (e.g. time reporting, email, vmx…).
• Analyze customer issues and questions, including inoperability or inaccessibility of a system, module or function.
• Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations.
• Effectively work with internal resources and 2nd level support groups as needed for ticket resolution.
• Ensure timely follow-up and resolution of customer requests following established severity level guidelines and Expected Completions Dates.
• Maintain ongoing communication with internal departments (i.e. Sales, Marketing, Product Support) to ensure customer satisfaction. Identify and assess departmental/individual training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades.
• On a monthly basis, leading the leadership calls and showcasing the team performance presentation along with statistic analysis.

• Provide quote preparation, order tracking, backlog processing, invoicing, returns, discrepancy resolution, customer credit problems and/or other such support to sales team members and/or external customers (including order expediting, stock queries, reporting and stock rotation)
• Identify, investigate, and participate in opportunities to improve processes and procedures, to include various key performance metrics.
• Ensures that good customer relations are maintained, and customer claims and complaints are resolved fairly, effectively and in accordance with consumer laws.
• Maintains and updates electronic and/or hard copy records as required.
• Received certificate of Star performance
• Prepared Soft skills presentation for the team members
• Deliver an oversea process training of new employees along with presentation as we cross trained staffs.
• Building strong channel partners and store network from various countries like Singapore, Malaysia, UK, Korea and US

• Transformation of sellers from registration to launch
• Creating flat files for the sellers on excel sheets by providing a description to their products and uploading them in their accounts using various tools
• Explaining the details of the account, such as the usage of the account through phone and emails
• Responsible for activating the seller's account.