MT- Customer Care879730
- Genpact India
- 3 to 8 Yrs
- Noida, Gurugram
- 4 years ago
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Job Description
Function: Operations
Gurugram, Badshapur, India
With a startup spirit and 80,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.
Inviting applications for the role of Customer liaison representative - Contact Centre (Order Management and Customer Service) Band 5B and 4A
Looking for candidates from OTC (Order Management and Customer Service) with SAP experience, excellent communications and MS office Skills.
PURPOSE AND SCOPE:
The role of a Customer Liaison Representative is to achieve agreed sales, distribution, profit and market share by
Addressing business requests for order management through emails and via taking inbound calls from new and existing customers
Taking orders and addressing enquiries
Providing customer service and actively promoting products across a variety of business channels.
Scope of work: Comprising of both Voice and Non-Voice operations roles
Order Entry
Order Management
Customer Service
Order Delivery
Credit Management
Portal Support
Key Responsibilities
Achievement of all individual and shared KPI s as set by Management.
Offer a single point of contact for customer service
Proactively address all requests for order processing, amendments and delivery enquiries
Proactively prevent and resolve customer credit blocks
Maximizing the execution of agreed state and national promotional programs
Achieving overall cut-off-based timelines for orders
Meeting emails and call volume criteria for all orders and enquiries
Working with the Credit and Risk Team, Sales Team and Distribution Team, to maximize customer satisfaction and the availability of products at the point of purchase.
Proactively build and sustain favorable and effective relationships with key internal and external stakeholders through effective communication and achievement of tasks, issues and opportunities
Actively participate in team meetings and contribute to a positive team culture
Ensure a high level of customer service and that satisfaction is always maintained
Meeting defined metrics including Average Handling Time and Service level targets daily
To be involved in continuous improvement programs for process optimization
Provide value through speed of service (efficiency) and relationship management (growth) and maximize customers awareness of product knowledge
Exercise vigilance and accountability for issues by ensuring prompt action is taken to resolve issues and realize opportunities
Comply with all Company specific policies, processes and procedures.
Demonstrate adherence to all business guidelines and procedures
ACCOUNTABILITIES:
Success in this role will be measured through a balance of qualitative and quantitative performance measures.
KEY PERFORMANCE INDICATORS:
Accuracy Less than 3 errors per month
Individual and Team KPI s: Emails and Call volume
Call Metrics AHT, Abandoned rate, Service levels, Average Answering Speed, Roster adherence
Order entry Accuracy Quality audits
Order entry and Management Timeliness
100% daily completion of workload
Adherence to CS Leadership Imperatives
Adherence to Company Business Rules
Adherence to the operation hours of the business based out of Australia and New Zealand
KEY RELATIONSHIPS:
Internal:
Management Team
Commercial Team including FSM s, TM s, Account Managers, Confectionery and Food & Beverage
State Distribution Teams
Internal customers
External:
Customers
Suppliers
TYPICAL QUALIFICATIONS/EXPERIENCE:
B.Com graduate
3+ years of relevant experience
Previous experience in Order management and customer service role
Excellent communication and MS Office skills
Strong customer service skills
Flexible approach to workings hours Australia(starts at 2:30 AM IST) and New Zealand(starts at 12:30 AM IST) shift
Ability to work in a dynamic environment
Good computer skills, previous experience in SAP, EDI, CIC or CRM is advantageous
The ideal incumbent will have experience in a customer service role, and experience in an order-processing role. A flexible approach to working hours and the ability to work autonomously in a fast-paced environment. The ability to juggle multiple tasks simultaneously complimented by strong attention to detail and accuracy are essential skills.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
Employement Category:
Employement Type: Full timeIndustry: IT - Software Role Category: General / Other Software Functional Area: Not ApplicableRole/Responsibilies: MT- Customer Care879730Contact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram
Keyskills: ms office market share inbound calls service level customer focus service levels computer skills customer service order management order processing flexible approach corporate liaison
Genpact India
Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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