Job Description

JOB TITLE: Customer Service Executive

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

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REPORTS TO: Senior Manager - Customer Service

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POSITION'S OBJECTIVE: (Brief on position's objective)

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To handle Fabindia customers for Online Business on Phone inorder to provide superior customer experience

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KEY RESPONSIBILITIES:

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- Customer Service
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- To answer calls professionally, obtain details of queries on billing, products or concerns or any other complaints.
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- To keep records of customer interactions and transactions, recording details of inquiries, complaints and comments.
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- Follow up to ensure that appropriate actions are taken on customer's requests.
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- To escalate customer grievances, special requests, unresolved complaints internally and to the concerned departments for further resolution within defined TAT
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- Adherence to Process
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- To ensure that processes laid down for the department are being adhered to while performing duty at the work place
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- MIS and reporting
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- To ensure that various reports are provided as per the timelines, daily, weekly, fortnightly and monthly
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JOB SPECIFICATION: (QUALIFICATIONS/KNOWLEDGE/EXPERIENCE)

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- Years of Functional Experience: 1 - 2 years of work experience in Customer service in voice process
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- Degree/Diploma: Any Graduate
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- Knowledge & Skills:
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- Basic MS Word and Excel knowledge
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- Excellent English communication skills – fluency in speaking and writing
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- Effective time management to accomplish objectives and resolving issues/challenges in an
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- orderly and systematic approach
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- Ability to close issues promptly
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- Excellent customer handling skills and critical-thinking mindset
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ANNEXURE A:

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COMPETENCIES REQUIRED: (includes behavioural and functional competency)

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a. FOCUS ON RESULTS:

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- Shows passion for excellence & seeks opportunities to continuously improve organizational processes and outcomes for overall growth of organization
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- Meets functional & company's goals through a positive collaboration and cross functional alignment
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b. INNOVATION & OPENNESS TO LEARNING:

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- Demonstrates a commitment to continuous learning by honing new skills related and unrelated to job
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- Works to create novel but implementable systems/processes
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c. CUSTOMER FOCUS:

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- Creates & evaluates systems basis customer's/stakeholders' feedback and assess satisfaction
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- Develops partnerships with external and internal customers and acts as a trusted advisor
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- Commits significant resources and/ or time to improve performances or try something new and may push own management to provide "Customer Delight
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d. ENTREPRENEURIAL & STRATEGIC ORIENTATION:

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- Takes personal ownership in company's success and communicates a compelling vision and pride in the work of the company
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e. PLANNING & ANALYSIS:

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- Maintains an awareness of the interrelationships among multiple activities in an area or project, planning work assignments and resource allocation accordingly
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- Involves team in planning process and making it participative and team-oriented
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h. TEAMWORK

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- 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
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- 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
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- 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
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📌 Customer Service Executive (Faridabad)
🏢 FABINDIA
📍 Faridabad