Customer Support Representative I

Rapiscan, an OSI Systems, Inc. company, empowers those who safeguard our world with the technologies, services, and expertise needed to detect threats, secure commerce, and protect communities. An industry leader in X-ray inspection, radiation and trace detection, metal detection, and optical inspection solutions, Rapiscan has over 100,000 scanning systems installed around the world to assist customs agencies, border security, aviation authorities, law enforcement, military organizations, and security professionals in combatting terrorism, smuggling, and trade fraud.

Summary

Responsibilities

We are looking for a dedicated and highly professional Customer Service Representative to join our global Call Center team. The ideal candidate will be focused on delivering exceptional service across all channels (Calls, Emails, Chats), proficient in handling transactional requests like sales orders and quotes, and possess a strong analytical approach to resolving customer needs. This role requires adherence to company values and flexibility in working rotational shifts to support our global customer base.

Key Responsibilities

Customer Interaction & Service Delivery:

• Handle a high volume of customer interactions efficiently and professionally across all channels: Calls, Emails, and Chats for a Global customer base.
• Analyze customer requests thoroughly and determine the appropriate action or solution, demonstrating strong problem-solving skills.
• Provide clear, concise, and accurate information to customers on products, services, and policies.

• Accurately and promptly process customer requests, including the creation of Sales Orders, Quotes, Work orders and RMAs (Return Merchandise Authorizations).
• Maintain high standards and demonstrate excellent quality of work in all transactional and communication activities.
• Be flexible to work on multiple tasks as per the business needs and evolving priorities.

• Effectively collaborate with internal departments and cross-functional teams (e.g., Logistics, Sales, Operations etc) to resolve customer issues and ensure smooth service delivery.
• Reporting directly to the Customer Service Team Lead, providing updates and escalating complex issues when necessary.
• Adhere to company values and operational guidelines in all professional interactions.

Education: Any Graduation Degree

Experience

• Must have at least 2 years of experience working in a Contact Center environment.

• Excellent communication skills (verbal and written) with the ability to maintain a professional and empathetic tone.
• A demonstrated commitment to maintaining an excellent quality of work.

• Experience working with Contact Center and CRM tools such as Microsoft D365, Service Max, Microsoft CRM, and/or Genesys is a plus.

• This is a 5-day working role with 2 rotational offs.
• Must be comfortable working in rotational shifts to support global operations.
• Preference will be given to candidates who can align their schedules to cover key business hours in time zones like GMT and PST.