Please read through the below role details thoroughly and confirm your acceptance.

Shift timings 12.30 pm to 9.30 pm (Cab - only Female employees post 7 pm)

Process – OTC (End to end)

In Randstad Payroll - 6 months

Have to use own Laptop (Mandatory)

Job Description
Job Title: Senior Analyst – Customer Service Officer
Location: Bangalore
Reporting to: Manager – Customer Service Management -Associate Manager
1.Purpose of the role
This role will work in the Front Office team, to manage the internal & external customer queries & issues
related to orders & delivery.
• Customer Service Officer focuses on delivering the best-in-class customer experience and being the
primary point of contact for the customers in case of any inquiries and assistance required.
• The role also involves: Managing Inbound and Outbound Communication including complaints and
requests
• Managing the order-to-delivery process (including sales order capture, POCM orders, order
modification, order fulfillment - ensuring that the orders are proceeded up to shipment
successfully and managing return of orders)
• Ensure that in case of issues customers are being proactively informed and cared.
• Creation of reports e.g. reports to identify open tickets, Stock shorts report to identify the reason
behind failure of customer notifications.
• Perform routine, training, control, and customer service level validation activities.
Be a team player and build positive repo with the team members, customers & stake holders

2. Key tasks & accountabilities
• Order management activities-convey information regarding orders received from customers to the
back-office order-taking team.
• Keep track on the order-taking process through the organization upto the shipment delivery,
ensuring the quality of services provided to the customer.




• Communicate effectively & proactively with customer about resolution of issues in case of
order/shipment discrepancies.

• Also manage POCM orders, modification of orders and return of orders & be back-up for his/her
colleagues’ customer in their absence.
• Internal/External customer service management activities, follow-ups and ensure necessary
feedback is provided on incoming customer queries/requests/complaints related to all functions.
• Acting as the1st point of contact for Recent Business enquiries, facilitating between customers and
local sales teams.
• Liaise across the business with Sales, Inventory and Logistics to develop and maintain excellent
partnerships, both internally and externally.
• Maintaining strong customer relationship to ensure that resolutions can be found to benefit both
• Maintenance of role training documentation (L5).
• Execute internal training plan, incl. training on operating applications.
• Perform daily controls as required per process, KPI and SLA measurement and tracking.
• Participate in routine stand-up, cascade-down and one-to-one meetings.
• Follow 5S methodology in day-to-day operations.
• Reviewing and recommending on any enhancements for improving the current workflow for
increasing operational efficiency.
• Perform other duties as requested by the Team Manager.
• Also responsible for customer service level validation activities.

3. Qualifications, Experience, Skills
Level of educational attainment required.
• Bachelor’s or Master’s degree
Previous work experience
• 3-5 years of experience in International Customer Service Management or relevant domain
Technical skills required.
• MS Office: Must have strong Excel, Word and PowerPoint skills.
• Familiar with MS office Outlook.
• Experience with SAP is an add on.
And above all of this, an undying love for beer!

📌 Excellent Openings For Fresher - Customer service - Night shift (Karnataka)
🏢 Randstad
📍 Karnataka