JOB TITLE: Customer Service Executive

FUNCTIONAL AREA: E-Commerce / Retail Industry (preferably fashion brands)

REPORTS TO: Senior Manager - Customer Service

POSITION'S OBJECTIVE: (Brief on position's objective)

To handle Fabindia customers for Online Business on Phone inorder to provide superior customer experience

KEY RESPONSIBILITIES:

Customer Service
To answer calls professionally, obtain details of queries on billing, products or concerns or any other complaints.
To keep records of customer interactions and transactions, recording details of inquiries, complaints and comments.
Follow up to ensure that appropriate actions are taken on customer's requests.
To escalate customer grievances, special requests, unresolved complaints internally and to the concerned departments for further resolution within defined TAT

Adherence to Process
To ensure that processes laid down for the department are being adhered to while performing duty at the work place

MIS and reporting
To ensure that various reports are provided as per the timelines, daily, weekly, fortnightly and monthly

JOB SPECIFICATION: (QUALIFICATIONS/KNOWLEDGE/EXPERIENCE)

Years of Functional Experience: 1 - 2 years of work experience in Customer service in voice process
Degree/Diploma: Any Graduate
Knowledge & Skills:
Basic MS Word and Excel knowledge
Excellent English communication skills – fluency in speaking and writing
Effective time management to accomplish objectives and resolving issues/challenges in an
orderly and systematic approach
Ability to close issues promptly
Excellent customer handling skills and critical-thinking mindset

ANNEXURE A:

COMPETENCIES REQUIRED: (includes behavioural and functional competency)

a. FOCUS ON RESULTS:

Shows passion for excellence & seeks opportunities to continuously improve organizational processes and outcomes for overall growth of organization
Meets functional & company's goals through a positive collaboration and cross functional alignment

b. INNOVATION & OPENNESS TO LEARNING:

Demonstrates a commitment to continuous learning by honing new skills related and unrelated to job
Works to create novel but implementable systems/processes

c. CUSTOMER FOCUS:

Creates & evaluates systems basis customer's/stakeholders feedback and assess satisfaction
Develops partnerships with external and internal customers and acts as a trusted advisor
Commits significant resources and/ or time to improve performances or try something new and may push own management to provide Customer Delight

d. ENTREPRENEURIAL & STRATEGIC ORIENTATION:

Takes personal ownership in company's success and communicates a compelling vision and pride in the work of the company

e. PLANNING & ANALYSIS:

Maintains an awareness of the interrelationships among multiple activities in an area or project, planning work assignments and resource allocation accordingly
Involves team in planning process and making it participative and collaborative

h. TEAMWORK

Values opinions and ideas and gives recognition to the contributions/ constraints of people from other functional areas and uses them to create win- win solutions
Listens to all points of view and is open in sharing ideas and seeking help, looking for alternative ways to work with others to create better results

Shows flexibility and willingness to encourage conflicting views and resolving differences, is sensitive to the impact of conflicts on relationships and view conflict as an opportunity towards improved working