876 Customer Service jobs in Bengaluru

About the job

Coats is a world leader in thread manufacturing and structural components for apparel and footwear, as well as an innovative pioneer in performance materials. These critical solutions are used to create a wide range of products, including ones that provide safety and protection for people, data and the environment.

Trusted by the world's leading companies to deliver crucial, innovative, and sustainable solutions, we provide value-adding products including apparel, footwear and specialty threads.

With a proud heritage dating back more than 250 years and a spirit of evolution to constantly stay ahead of changing market needs, we have operations across 50 countries with a workforce of over 17,000, serving our customers worldwide.

Following the acquisition of Texon and Rhenoflex, new Coats Footwear now has a complete range of footwear components to meet your needs, from heel counters to toe puffs and everything in-between. Through our technologically diverse product portfolio, we can cater to both current and future trends, setting new standards in the process, turning customer ideas into a reality and accelerating sustainability.

Headquartered in the UK, Coats* connects talent, textiles, and technology to make a better and more sustainable world.

For more info, visit our website:

Role Purpose:

• The purpose of this role is to provide one stop/single point of contact for customers across the country/cluster while proactively servicing, building strong customer relationship and supporting as well as promoting digital solutions/channels and marketing campaigns to improve overall service, customer experience and satisfaction and grow sales
• This role is also responsible for supporting customers by managing their orders, queries, concerns and complaints in an efficient, accurate and empathetic manner in line with our established policies, process, best practices and technology.
• Promoting, up-selling and cross-selling of Coats products and services is also a key responsibility of this role.

Principal Accountabilities and Key Activities:

First Line Support

- Provide first line support to customers on their day-to-day general enquiries on products and service

- Proactively explore customer needs and pain points through daily interactions and coordinate with the Commercial team to maximise sales leads and opportunities through internal collaboration tools

- Maximise "Sell What We Have" and manage customer enquiries on stock availability check and requests for urgent delivery by offering alternative items available in stock to customers

Bulk Order Management

- Administer customer orders by coordinating with internal functional teams to strive for meeting customer requests accurately and promptly in compliance to internal policies and best practices.

- Enter orders into SAP and communicate ETD with customers (for customers who do not use eCommerce platform)

- Manage to revise or cancel orders as per customer’s requests and corresponding company policies and good practices

- Monitor and track orders to ensure they are processed successfully internally to meet customer delivery requirement.

- Communicate proactively, accurately and timely to customers when orders are not processed successfully or fail to deliver as per customer’s requests due to customer issues or internal reasons.

- Coordinate with internal functional teams (Commercial, Sales Support, Planning, Supply Chain, Warehouse etc…) and external parties (forwarders, courier companies, customs etc…) for delivery arrangement including proforma invoice, shipping instruction and corresponding documents.

- Manage and process customer consignment stock (if applicable).

Sample Request Management

- Enter sample/DTM request into online sampling platform and communicate ETD with customers (for customers who do not use online sampling platform)

- Coordinate with functional teams (Commercial, Sales Support, Lab, Planning, Supply Chain, Warehouse etc…) to ensure customer sample requests are executed and delivered as sampling service lead time

Customer Complaint Management

- Be the process owner of customer complaint management to ensure complaints are received, registered, communicated, escalated (when needed), resolved and closed in efficient, empathetic and accurate manner

- Be sensitive to subtle indications of changes or dissatisfaction with the account and report to immediate supervisor

- Coordinate and collaborate with internal functional teams (Commercial, Finance, Supply Chain etc…) in responding and resolution of complaints in speed

- Manage returns, issue of credit/debit notes and invoicing adjustment as to close customer complaints in compliance to internal policies and best practices

Promote and support customer self-service of Coats digital tools

- Support customer digital adoption by selling the benefits and providing training to customers of the established digital tools

- Manage customer enquiries of the use of digital tools and troubleshoot customer issues, escalate and follow up with respective functional teams to sustain / enhance the use digital tools by customers

- Identify and escalate to the immediate supervisor any opportunity for process improvement

Promotion, up-selling and cross-selling of Coats products and services

- Actively promote products and services to customers to increase sales

- Identify potential opportunities for further share growth with existing customers

- Assist customers to select right thread for their application

- Following up on prospects and potential that have been previously identified

Education, Qualification and Experience:

Essential:

1. Freshers and Previous experience in customer service is preferred

2. Be customer-focused and target-oriented

3. Good communication, collaboration, interpersonal and influential skills

4. A proactive and ‘can do’/problem solving approach

5. Capable of working in a competitive, demanding and time-critical environment

6. Proven ability to follow up thoroughly and in detail

7. Ability to handle customers with empathy and confidence and understand customer needs & pain points

8. Strong growth mindset to learn new knowledge and skills to strive to be a world-class customer service team

At Coats Group, we are committed to innovation, excellence, and fostering a diverse and collaborative environment where every team member can thrive. If you are passionate about making an impact in the textile industry and eager to join a global leader with a rich heritage and a forward-thinking approach, we invite you to take the next step in your career with us.

Apply now to be part of our dynamic team and help shape the future of textiles.

About the job

Coats is a world leader in thread manufacturing and structural components for apparel and footwear, as well as an innovative pioneer in performance materials. These critical solutions are used to create a wide range of products, including ones that provide safety and protection for people, data and the environment.

Trusted by the world's leading companies to deliver crucial, innovative, and sustainable solutions, we provide value-adding products including apparel, footwear and specialty threads.

With a proud heritage dating back more than 250 years and a spirit of evolution to constantly stay ahead of changing market needs, we have operations across 50 countries with a workforce of over 17,000, serving our customers worldwide.

Following the acquisition of Texon and Rhenoflex, new Coats Footwear now has a complete range of footwear components to meet your needs, from heel counters to toe puffs and everything in-between. Through our technologically diverse product portfolio, we can cater to both current and future trends, setting new standards in the process, turning customer ideas into a reality and accelerating sustainability.

Headquartered in the UK, Coats* connects talent, textiles, and technology to make a better and more sustainable world.

For more info, visit our website:

Role Purpose:

• The purpose of this role is to provide one stop/single point of contact for customers across the country/cluster while proactively servicing, building strong customer relationship and supporting as well as promoting digital solutions/channels and marketing campaigns to improve overall service, customer experience and satisfaction and grow sales
• This role is also responsible for supporting customers by managing their orders, queries, concerns and complaints in an efficient, accurate and empathetic manner in line with our established policies, process, best practices and technology.
• Promoting, up-selling and cross-selling of Coats products and services is also a key responsibility of this role.

Principal Accountabilities and Key Activities:

First Line Support

- Provide first line support to customers on their day-to-day general enquiries on products and service

- Proactively explore customer needs and pain points through daily interactions and coordinate with the Commercial team to maximise sales leads and opportunities through internal collaboration tools

- Maximise "Sell What We Have" and manage customer enquiries on stock availability check and requests for urgent delivery by offering alternative items available in stock to customers

Bulk Order Management

- Administer customer orders by coordinating with internal functional teams to strive for meeting customer requests accurately and promptly in compliance to internal policies and best practices.

- Enter orders into SAP and communicate ETD with customers (for customers who do not use eCommerce platform)

- Manage to revise or cancel orders as per customer’s requests and corresponding company policies and good practices

- Monitor and track orders to ensure they are processed successfully internally to meet customer delivery requirement.

- Communicate proactively, accurately and timely to customers when orders are not processed successfully or fail to deliver as per customer’s requests due to customer issues or internal reasons.

- Coordinate with internal functional teams (Commercial, Sales Support, Planning, Supply Chain, Warehouse etc.) and external parties (forwarders, courier companies, customs etc.) for delivery arrangement including proforma invoice, shipping instruction and corresponding documents.

- Manage and process customer consignment stock (if applicable).

Sample Request Management

- Enter sample/DTM request into online sampling platform and communicate ETD with customers (for customers who do not use online sampling platform)

- Coordinate with functional teams (Commercial, Sales Support, Lab, Planning, Supply Chain, Warehouse etc.) to ensure customer sample requests are executed and delivered as sampling service lead time

Customer Complaint Management

- Be the process owner of customer complaint management to ensure complaints are received, registered, communicated, escalated (when needed), resolved and closed in efficient, empathetic and accurate manner

- Be sensitive to subtle indications of changes or dissatisfaction with the account and report to immediate supervisor

- Coordinate and collaborate with internal functional teams (Commercial, Finance, Supply Chain etc.) in responding and resolution of complaints in speed

- Manage returns, issue of credit/debit notes and invoicing adjustment as to close customer complaints in compliance to internal policies and best practices

Promote and support customer self-service of Coats digital tools

- Support customer digital adoption by selling the benefits and providing training to customers of the established digital tools

- Manage customer enquiries of the use of digital tools and troubleshoot customer issues, escalate and follow up with respective functional teams to sustain / enhance the use digital tools by customers

- Identify and escalate to the immediate supervisor any opportunity for process improvement

Promotion, up-selling and cross-selling of Coats products and services

- Actively promote products and services to customers to increase sales

- Identify potential opportunities for further share growth with existing customers

- Assist customers to select right thread for their application

- Following up on prospects and potential that have been previously identified

Education, Qualification and Experience:

Essential:

1. Freshers and Previous experience in customer service is preferred

2. Be customer-focused and target-oriented

3. Good communication, collaboration, interpersonal and influential skills

4. A proactive and ‘can do’/problem solving approach

5. Capable of working in a competitive, demanding and time-critical environment

6. Proven ability to follow up thoroughly and in detail

7. Ability to handle customers with empathy and confidence and understand customer needs & pain points

8. Strong growth mindset to learn new knowledge and skills to strive to be a world-class customer service team

At Coats Group, we are committed to innovation, excellence, and fostering a diverse and collaborative environment where every team member can thrive. If you are passionate about making an impact in the textile industry and eager to join a global leader with a rich heritage and a forward-thinking approach, we invite you to take the next step in your career with us.

Apply now to be part of our dynamic team and help shape the future of textiles.

• Respond to customer inquiries and requests via phone, email, and other communication channels.
• Provide accurate information about products, services, and company policies.
• Resolve customer complaints and issues in a timely and effective manner.
• Process orders, returns, and exchanges accurately.
• Maintain customer records and update account information in the CRM system.
• Escalate complex issues to appropriate departments or supervisors when necessary.
• Follow communication scripts and guidelines while delivering exceptional customer service.
• Identify opportunities to improve customer experience and suggest process enhancements.
• Build and maintain positive customer relationships.
• Gather customer feedback and relay it to the management team.
• Adhere to service level agreements (SLAs) and quality standards.
• Contribute to team goals and overall customer satisfaction metrics.
• Handle sensitive customer information with confidentiality.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Proven experience in customer service, call center operations, or a similar client-facing role.
• Excellent verbal and written communication skills.
• Strong listening skills and the ability to empathize with customers.
• Proficiency in using customer relationship management (CRM) software.
• Basic computer skills and ability to navigate multiple software applications.
• Patience and a calm demeanor when dealing with difficult customers.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A positive attitude and a genuine desire to help people.
• Team player mentality and willingness to support colleagues.
• Adaptability to changing processes and customer needs.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide information about products and services, troubleshoot issues, and guide customers through solutions.
• Escalate complex issues to the appropriate departments and follow up to ensure resolution.
• Document all customer interactions and transactions accurately in the CRM system.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Adhere to communication protocols, guidelines, and policies.
• Collect customer feedback and share insights with the team to improve service delivery.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits.
• Contribute to team efforts by accomplishing related results as needed.

• High school diploma or equivalent; a college degree is a plus.
• Minimum of 2 years of experience in a customer service or client support role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to multitask, prioritize, and manage time effectively.
• Proficiency in using customer service software and CRM systems.
• Empathy and a customer-centric approach to service.
• Ability to adapt to changing priorities and work in a fast-paced environment.
• Demonstrated ability to work effectively in a hybrid setting, collaborating with colleagues both in-office and remotely.

Preference will be given to immediate joiners.

This is a 50% sales and 50% servicing profile.

Roles and Responsibilities

• Act as a Relationship Manager for paid customers, building trust and ensuring long term engagement.
• Understand customer needs and assist in finding the right tenant or property with tailored solutions.
• Manage inbound and outbound calls, negotiate with leads, and provide regular updates on account progress.
• Utilize internal tools and adhere to company guidelines to deliver efficient and highquality service.
• Go the extra mile to provide exceptional customer service and ensure customer satisfaction.

Mode- Work From Office

Candidates needs to be fluent in English and Hindi/Kannada/Tamil

Location- Bangalore

Incentives- 15000 to 2000 per month

Benefits:

1. Medical Insurance of 1 lakh

2. Free lunch, snack, and beverages

3. Promotions and increments every 3 months from the joining date.

4. Spot Awards, Vouchers.

In case of any query, kindly connect on

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

• Maintain basic knowledge of client products and/or services

• Prepare complete and accurate work including appropriately notating accounts as required

• Participate in activities designed to improve customer satisfaction and business performance

• Offer additional products and/or services

• Track, document and retrieve information in call tracking database

• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

In case you are selected for a Content Moderator role, please note that:

1. The nature of the job will include accessing explicit content that includes text, picture, video etc.

2. It will involve content creation; moderation & review of content uploaded on the platform. The reported content will need to be reviewed to find out any kind of abuse including & not limited to Violence, Extremism, Pornography, & Ultra Graphic along with a wide variety of content supporting or opposing religious, sexual, social thought process or behaviors.

3. It includes reviewing content that may be sensitive in nature and need to focus whether reviewed content is in violation of our client’s terms of service

• Graduate / Undergraduate in any discipline (may vary basis the job requirement)

• 0 to 3 years of relevant experience

• Courteous with strong customer service orientation

• Strong computer navigation skills and PC Knowledge

• Ability to effectively communicate, both written and verbally

• Dependable with strong attention to detail

• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

• Tolerance for repetitive work in a fast-paced, high production work environment

• Ability to work as a team member, as well as independently

• Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner

• Ability to rotate shifts, as needed

• Based on location and/or program, additional experience/skills may be required

*Job requirements may vary by country and will not contravene any local laws

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge.  Works with close supervision and clearly defined procedures.  Starting to demonstrate familiarity with client terminology, operating standards and procedures.  Starter without sustained metric performance levels.

• Listen attentively to customer needs and concerns; demonstrate empathy

• Clarify customer requirements; probe for and confirm understanding of requirements or problem

• Confirm customer understanding of the solution and provide additional customer education as needed

• Ability to learn including strong problem-solving skills

• Demonstrate strong probing and problem-solving skills

• Should be able to handle complex queries

• Should be able to resolve customer queries independently 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

NOTICE: Recruitment Fraud Alert

Concentrix hires people solely based on merit. We do not request or accept payments or security deposits from candidates during our hiring process.  We also don't solicit payment to verify a candidate's banking information upon employment. If you or anyone else receives unexpected communication about a job offer or interview that involves money, please be vigilant and identify it as a potential scam.  
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