CHENNAI · FULLTIME
CS OTC Associate
Elsevier
Chennai · onsite · Posted 4d ago
Sourced from
Undisclosed0–2 yrsfulltimeChennai
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Section · 01
About this role
Job Summary
About the Team
About the Role
Responsibilities
Requirements
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
CS OTC Associate
Do you like to work as an integral part of the Customer Service Order to Cash department
Would you like to provide outstanding customer experience to our internal and external customers
About the Team
Our Customer Success team strives to deliver high quality administrative assistance to our sales representatives and channel partners. We work collaboratively in the post sales process with our sales team and customers. We provide support and problem-solving skills to ensure our customers have an exceptional experience.
About the Role
As a CS OTC Associate, you will be responsible for managing orders from internal customers across a range of products (specifically Books). You will contribute to reporting and analytics efforts, generating regular and ad-hoc reports to support decision-making. You'll analyze data to identify trends, flag anomalies, and uncover opportunities for process improvements. Your insights will help drive performance, enhance customer satisfaction, and support continuous improvement across the order management lifecycle. In addition to you will play a key role in executing ordering processes to ensure timely and successful delivery. This role offers opportunities for learning, development, and creating insightful reports to share knowledge and drive improvements.
Responsibilities
- Generate and maintain basic operational and performance reports (daily/weekly/monthly)
- Take prompt action based on report outcomes or escalations-flag issues, follow up with concerned teams, and support resolution
- Share summarized updates and status reports with Team Leads and other stakeholders
- Always maintain Customer experience
- Ensure all the assigned activities orders / emails are processed within the agreed TAT quality.
- Respond professionally to customer queries by phone/ and e-mail using the Best Practice guidelines.
- Adhering to Business/Process requirements as per SOP/Training Module.
- Develop in-depth knowledge of their process/business.
- Complete RCA (Root Cause Analysis) for any escalations received for team with appropriate CAPAs
- Understand and have end to end process knowledge for the process.
- Ensure all assigned application UATs are completed within schedule.
- Ensure Quality Audited whenever required for the team.
- Be the key resource and support for the Account Manager in the sales process.
Requirements
- 0- 2 years of experience (preferably in Operations)
- Willingness to work in shifts
- Basic understanding of operational reporting and ability to identify and escalate trends
- Have good experience in a customer service or customer-facing role.
- Be a great problem solver, resolving problems using existing solutions.
- Be able to adapt and flex to deliver multiple priorities in a rapidly changing administrative environment.
- Proficiency in Microsoft Office, especially Excel (e.g., filters, pivot tables, basic formulas).
- Be fluent in English, verbal and written and have excellent all-round communication skills.
- Able to work as a team player and to effectively collaborate within a matrix organization.
- Shift timings-9am-6pm or 2pm-11pm
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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Section · 02
Skills
Customer ServiceCustomer Experiencecustomer satisfactionGroup Life Insurancecustomer successadministrative assistanceCustomer QueriesAnalyticsBankingFinancial SecurityHealthcareInteractive LearningCommunication Skills
Section · Company
About Elsevier
Elsevier
Printing & Publishing
1.6k+
employees
1880
146 years old
Amsterdam, North Holland
NL
₹16.1L PA avg
Avg at Elsevier
About
As a global leader in information and analytics, Elsevier helps researchers and healthcare professionals advance science and improve health outcomes
Industries
Printing & PublishingMedia & Entertainment / Publishing
Employee ratings
10 reviews
3.9/ 5
Culture
3.2
Career growth
2.7
Work-life
3.8
Employees rate it well for
Work-Life Balance40Company Culture39
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