JOB TITLE: Customer Service Executive

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

REPORTS TO: Senior Manager - Customer Service

POSITION’S OBJECTIVE: (Brief on position’s 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
- 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

ANNEXURE A:

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 & company’s 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 customer’s/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 company’s 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 team-oriented

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

📌 Customer Service Executive (Faridabad)
🏢 FABINDIA
📍 Faridabad