JOB TITLE: Customer Service Executive /n FUNCTIONAL AREA: E-Commerce / Retail Industry (preferably fashion brands) /n REPORTS TO: Senior Manager - Customer Service /n POSITION'S OBJECTIVE: (Brief on position's objective) /n To handle Fabindia customers for Online Business on Phone inorder to provide superior customer experience /n KEY RESPONSIBILITIES: /n /n
- Customer Service
/n
- To answer calls professionally, obtain details of queries on billing, products or concerns or any other complaints.
/n
- To keep records of customer interactions and transactions, recording details of inquiries, complaints and comments.
/n
- Follow up to ensure that appropriate actions are taken on customer's requests.
/n
- To escalate customer grievances, special requests, unresolved complaints internally and to the concerned departments for further resolution within defined TAT
/n /n /n
- Adherence to Process
/n
- To ensure that processes laid down for the department are being adhered to while performing duty at the work place
/n /n /n
- MIS and reporting
/n
- To ensure that various reports are provided as per the timelines, daily, weekly, fortnightly and monthly
- Years of Functional Experience: 1 - 2 years of work experience in Customer service in voice process
/n
- Degree/Diploma: Any Graduate
/n
- Knowledge & Skills:
/n
- Basic MS Word and Excel knowledge
/n
- Excellent English communication skills – fluency in speaking and writing
/n
- Effective time management to accomplish objectives and resolving issues/challenges in an
/n
- orderly and systematic approach
/n
- Ability to close issues promptly
/n
- Excellent customer handling skills and critical-thinking mindset
/n /n ANNEXURE A: /n COMPETENCIES REQUIRED: (includes behavioural and functional competency) /n a.
FOCUS ON RESULTS: /n /n
- Shows passion for excellence & seeks opportunities to continuously improve organizational processes and outcomes for overall growth of organization
/n
- Meets functional & company's goals through a positive collaboration and cross functional alignment
/n /n b.
INNOVATION & OPENNESS TO LEARNING: /n /n
- Demonstrates a commitment to continuous learning by honing new skills related and unrelated to job
/n
- Works to create novel but implementable systems/processes
/n /n c.
CUSTOMER FOCUS: /n /n
- Creates & evaluates systems basis customer's/stakeholders' feedback and assess satisfaction
/n
- Develops partnerships with external and internal customers and acts as a trusted advisor
/n
- Commits significant resources and/ or time to improve performances or try something recent and may push own management to provide "Customer Delight
/n /n d.
ENTREPRENEURIAL & STRATEGIC ORIENTATION: /n /n
- Takes personal ownership in company's success and communicates a compelling vision and pride in the work of the company
/n /n e.
PLANNING & ANALYSIS: /n /n
- Maintains an awareness of the interrelationships among multiple activities in an area or project, planning work assignments and resource allocation accordingly
/n
- Involves team in planning process and making it participative and collaborative
/n /n h. TEAMWORK /n /n
- 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
/n
- 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
/n /n /n
- 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
/n
📌 Customer Service Executive (Faridabad)
🏢 FABINDIA
📍 Faridabad
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.