Customer Care Executive

Role & responsibilities

Order to cash experience

• A Subject matter expert in Customer Services Executives, able to delight Customers and Consumers, constantly able to grow and develop to deliver a customer-centric approach to all aspects of their work.
• Brilliant Execution Holding yourself and other team members to account to execute exceptional customer service.
• Understanding of order-to-cash process & order management.
• Demonstrates an open mindset – Adaptable with a clear focus on service improvement opportunities, brings ideas to life.

Top Outcomes

• Support the furtherance of a high-performing culture through personal achievement of OTC KPIs and SLAs
• Understand the CARM framework, ensure processes and behaviors are adhered to, resolve and report on control weaknesses when they arise.
• Own and resolve front-line customer or consumer queries delivered through email, phone, or online chat; this may include processing orders and handling escalations to ensure Customer satisfaction. Queries may arise across multiple departments; therefore, extensive knowledge of Customer Service, Credit, and Supply Chain is required to provide service.

Other key deliverables as required by the business within Customer Service.

General shift