Customer Care Advocate

Responsibilities:

• Resolve customer issues with a positive, solution-oriented approach, prioritizing customer needs.
• Manage Order Management, Fulfillment, and Post-Sales operations.
• Identify customer requirements and respond with urgency and empathy.
• Assess the severity of customer issues and resolve unexpected scenarios.
• Identify inefficiencies and contribute to process improvements in workflows and service delivery.
• Collaborate with teams to implement alternative solutions exceeding customer expectations.
• Conduct root cause analysis for deviations in software orders.
• Act as a subject matter expert on business systems supporting software subscription order processing.
• Analyse data to identify trends and escalate issues appropriately.
• Partner with Specialists and Business Process Owners to define and promote best practices.
• Coordinate with Sales, Finance, and Logistics teams for seamless service delivery.
• Maintain confidentiality of sensitive technical, financial, and commercial information.
• Extract and publish reports according to established schedules and requirements.
• Document processes and workflows to support operational efficiency and knowledge sharing.
• Utilize enterprise tools such as SAP CRM, ECC, Oracle, Outlook, and MS Office for regular communication.