Please read through the below role details thoroughly and confirm your acceptance.
Shift timings 12.30 pm to 9.30 pm (Cab - only Female employees post 7 pm)
Process ? OTC (End to end)
In Randstad Payroll - 6 months
Have to use own Laptop (Mandatory)
Job Description
Job Title: Senior Analyst ? Customer Service Officer
Location: Bangalore
Reporting to: Manager ? Customer Service Management -Associate Manager
1.Purpose of the role
This role will work in the Front Office team, to manage the internal & external customer queries & issues
related to orders & delivery.
? Customer Service Officer focuses on delivering the best-in-class customer experience and being the
primary point of contact for the customers in case of any inquiries and assistance required.
? The role also involves: Managing Inbound and Outbound Communication including complaints and
requests
? Managing the order-to-delivery process (including sales order capture, POCM orders, order
modification, order fulfillment - ensuring that the orders are proceeded up to shipment
successfully and managing return of orders)
? Ensure that in case of issues customers are being proactively informed and cared.
? Creation of reports e.g. reports to identify open tickets, Stock shorts report to identify the reason
behind failure of customer notifications.
? Perform routine, training, control, and customer service level validation activities.
Be a team player and build positive repo with the team members, customers & stake holders
2. Key tasks & accountabilities
? Order management activities-convey information regarding orders received from customers to the
back-office order-taking team.
? Keep track on the order-taking process through the organization upto the shipment delivery,
ensuring the quality of services provided to the customer.
? Communicate effectively & proactively with customer about resolution of issues in case of
order/shipment discrepancies.
? Also manage POCM orders, modification of orders and return of orders & be back-up for his/her
colleagues? customer in their absence.
? Internal/External customer service management activities, follow-ups and ensure necessary
feedback is provided on incoming customer queries/requests/complaints related to all functions.
? Acting as the1st point of contact for New Business enquiries, facilitating between customers and
local sales teams.
? Liaise across the business with Sales, Inventory and Logistics to develop and maintain excellent
partnerships, both internally and externally.
? Maintaining strong customer relationship to ensure that resolutions can be found to benefit both
? Maintenance of role training documentation (L5).
? Execute internal training plan, incl. training on operating applications.
? Perform daily controls as required per process, KPI and SLA measurement and tracking.
? Participate in routine stand-up, cascade-down and one-to-one meetings.
? Follow 5S methodology in day-to-day operations.
? Reviewing and recommending on any enhancements for improving the current workflow for
increasing operational efficiency.
? Perform other duties as requested by the Team Manager.
? Also responsible for customer service level validation activities.
3. Qualifications, Experience, Skills
Level of educational attainment required.
? Bachelor?s or Master?s degree
Previous work experience
? 3-5 years of experience in International Customer Service Management or relevant domain
Technical skills required.
? MS Office: Must have strong Excel, Word and PowerPoint skills.
? Familiar with MS office Outlook.
? Experience with SAP is an add on.
And above all of this, an undying love for beer!