JOB TITLE: Customer Service ExecutiveFUNCTIONAL AREA: E-Commerce / Retail Industry (preferably fashion brands)REPORTS TO: Senior Manager - Customer ServicePOSITION'S OBJECTIVE: (Brief on position's objective)To handle Fabindia customers for Online Business on Phone inorder to provide superior customer experienceKEY 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 monthlyJOB 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 mindsetANNEXURE 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 alignmentb. 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/processesc. 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 current and may push own management to provide "Customer Delightd. ENTREPRENEURIAL & STRATEGIC ORIENTATION:- Takes personal ownership in company's success and communicates a compelling vision and pride in the work of the companye. 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 collaborativeh. 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 (Panchkula)
🏢 FABINDIA
📍 Panchkula