Customer Service Executive

" JOB TITLE: Customer Service Executive

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

REPORTS TO: Senior Manager

OBJECTIVE: (Brief on positions 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 o 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 .

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 & companys 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 customers/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 companys 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