Customer Care Agent

Location:
Pune, India
Business:
Sail
Contract type:
Permanent Employee
Job ID:
3902
Apply

Overview

About us

We are the independent expert in assurance and risk management. Driven by our purpose, to safeguard life, property, and the environment, we empower our customers and their stakeholders with facts and reliable insights so that critical decisions can be made with confidence.

As a trusted voice for many of the world’s most successful organizations, we use our knowledge to advance safety and performance, set industry benchmarks, and inspire and invent solutions to tackle global transformations.

About Digital Solutions

We provide engineering software tools and enterprise solutions for managing risk to improve safety and performance across industries, including the maritime, energy, and healthcare sectors. Research, development, implementations and partnerships with our customers have earned us the position as a trusted third-party vendor of software and services. We are accelerating the pace of transition toward the digitalization of systems and software-as-a-service (SaaS) solutions to give customers the efficiency and flexibility of the cloud, including the power and insights from advanced analytics. 

About the role

We are currently seeking a talented and ambitious Cutomer Care Agent to help drive engagement for our diverse range of Software Solutions offerings. The candidate will be located in India - Pune.

As a Customer Care Agent at DNV, you will:

  • First point of contact for all our customer needs in terms of holistic and professional support and advice as 1st level support agent.
  • Managing incoming customer concerns from phone, live chat and web channels.
  • Provide accurate information about products and services.
  • Handle and resolve customer complaints professionally and efficiently.
  • Document customer interactions and maintain accurate records.
  • Work collaboratively with other departments to resolve issues.
  • Follow up with customers to ensure their issues are resolved satisfactorily.
  • Proactively communicate towards the hierarchy in case of problems and implement adapted corrective actions.
  • Conduct training or participate in the training of existing customers and transfer knowledge and know-how.
  • Ensure the continuity of service (you may have, occasionally and partially, to replace your superior).
  • Maintaining and adding customer data in our ERP and CRM system.
  • Participate in the implementation of projects in collaboration with the clients.
  • Willing to work outside normal working hours (if required)
  • Willingness and ability to travel for vessel attendance / customer training (if required)

What we offer
  • Flexible work arrangements for better work-life balance
  • Generous Paid Leaves (Annual, Sick, Compassionate, Local Public, Marriage, Maternity, Paternity, Medical leave)
  • Medical benefits ( Insurance and Annual Health Check-up)
  • Pension and Insurance Policies (Group Term Life Insurance, Group Personal Accident Insurance, Travel Insurance)
  • Training and Development Assistance (Training Sponsorship, On-The-Job Training, Training Program)
  • Additional Benefits (Long Service Awards, Mobile Phone Reimbursement)
  • Company bonus/Profit share.

*Benefits may vary based on position, tenure/contract/grade level*

DNV is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without regard to gender, religion, race, national or ethnic origin, cultural background, social group, disability, sexual orientation, gender identity, marital status, age or political opinion. Diversity is fundamental to our culture and we invite you to be part of this diversity.

About you

Experience:

  • Bachelor of Science degree in IT/Computer Science required
  • Minimum 3 years of proven experience in customer support.
  • Proficiency in database management systems, including SQL Anywhere, MS SQL, and MySQL.
  • Familiarity with ticketing systems such as ‘EcholoN’ and ‘Salesforce’ is highly advantageous.
  • Exposure to Microsoft Azure is a plus.
  • Familiarity with Ship Operations domain is a plus.

Skills:

  • Strong grasp of Microsoft Windows operating systems and their features.
  • Comprehensive understanding of IT environments, including Microsoft Windows, Virtual Machines, and Remote Desktop. 
  • Customer-centric mindset with a dedication to delivering outstanding service.
  • Exceptional verbal and written communication skills.
  • Team-oriented with a strong ability to collaborate effectively to meet company objectives.
  • Fluent in English.

Benefits

Profit Share

You’ll be part of our global profit share scheme that means we all share in our success as a business. If we profit, so do you. This will be part of our Total Compensation approach each year and depends on our year-end results.

Professional Development

We believe in the 70/20/10 learning model, where 70% of your learning comes from performing your everyday tasks and working on different projects, new areas and initiatives to gain new skills. 20% from working with others and mentoring and the rest from formal education.

Hybrid Work Model

We work in a hybrid model (three days from the office) and have flexible starting hours. This means you can fit your work and life together in a way that works for you.

Global Opportunities

We support you in exploring different career opportunities or shifting between teams, business areas, or geographies, so that you can shape your career according to what you find motivating.

Modern Office in Pune

Our office in Pune has a modern look and feel and you’ll find zones for both focused work and team integration. Sit/stand desks, high-quality adjustable chairs and balance balls are just a few examples of what ergonomic office means at DNV.

Integration Events

Depending on where you are located, you’ll have the opportunity to participate in offsite meetings as well as different initiatives and fun events at the office. We believe that a well-integrated team is a well-functioning team.

Diversity, Equity and Inclusion

At DNV, our commitment to Diversity, Equity, and Inclusion is not only an ethical choice, but also a business decision.

Diversity, fairness, and a sense of belonging are a source of strength for our people, our business, and our customers, and help us to deliver on our purpose, vision, and values.

Learn more

Working here

Since 1864 we’ve been dedicated to safeguarding life, property and the environment. Today we remain at the forefront of new technologies and techniques to help our customers transform for a more sustainable future.

At DNV you can expect to deliver career and industry defining work. You’ll be given the time to build your network, the resources to support your development, and the freedom to satisfy your curiosity and desire to learn.

Learn more

Application Process

FAQs

Welcome to our Frequently Asked Questions page. We’ve put together answers to the questions we’re asked most often to help you find the information you need quickly and easily. Whether you're curious about our recruitment process, benefits or career growth and development, you should find the information below.

How can I find job openings that fit my skills and interests?

Explore our official job search page where you can use filters such as job type, location, and department to find roles that best match your qualifications and career aspirations.

What’s your application process like?

You can apply directly through our careers page by submitting your CV and any other documents we require (i.e. university diplomas/transcripts; visas; previous employment reference letters). Make sure your application is fully completed, and you tailor it to the specific job listing. 

Is your recruitment process designed to be inclusive and accessible?

Yes, it is. We're an equal opportunities employer and welcome applications from all candidates. We’re happy to support your need for any adjustments during the application and hiring process. Share the details of what you need within your application.

What types of interviews might I undergo?

Depending on your role, our interview process may include initial phone screenings, video conferences, and in-person interviews, focusing on both your technical abilities and our shared values. You can ask your recruiter specifically about the interview process for your role. 

How long does the hiring process typically take from application to decision?

The timeline can vary but we make every effort to reply to each candidate as soon as possible and keep everyone up-to-date with where they are in the recruitment process.

How do I know if a recruitment contact is legitimately from your company?

Official communication will come from our verified company email addresses. Carefully check any suspicious looking emails and if you have any doubts, don’t engage.

Are there any fees involved in your recruitment process?

No, we do not charge any fees at any stage of our recruitment process. All applications and interviews are free of charge, we will never ask you to pay any fees or make any payments – please be wary of any requests for payment as these are likely scams.

What should I do if I suspect a job scam?

If you encounter suspicious job postings or recruitment practices, do not provide personal information and contact your recruiter as soon as possible. We take these matters seriously. We will never ask you to pay any fees or make any payments part of our recruitment process.

Join Our Talent Community

Can't find the right fit?

Be the first one to learn about new job opportunities that might be a perfect fit for you.

Join

Disclaimer

Please beware of recruitment scams that pretend to be from DNV or its employees. We will never ask you to pay any fees or make any payments as part of our recruitment process.