Customer Care Executive

Lancesoft; Dadri, New Delhi, Gurugram District; On-site; INR 335,000 - 558,000; Full time

Job summary

Lancesoft in India is seeking a Customer Services expert focused on order-to-cash processes to deliver exceptional service across emails, calls, and chats. The role emphasizes accurate order management, customer delight, and process improvements.

The ideal candidate will understand OTC, maintain KPI/SLA performance, and collaborate across Customer Service, Credit, and Supply Chain to resolve escalations and optimize interactions.

Qualifications

• Expert in Customer Services Executives with OTC knowledge.
• Able to delight customers and consumers in every interaction.
• Understands order-to-cash process and order management.
• Demonstrates an open mindset with focus on service improvement opportunities.

Responsibilities

• Own and resolve front-line customer or consumer queries delivered through email, phone, or online chat; may include processing orders and handling escalations to ensure customer satisfaction.
• Understand CARM framework, ensure processes and behaviors are adhered to, resolve and report on control weaknesses when they arise.
• Support the furtherance of a high-performing culture through personal achievement of OTC KPIs and SLAs.
• Other key deliverables as required by the business within Customer Service.

Skills

Customer service

OTC knowledge

Order management

Communication

Job description

Role & responsibilities

Order to cash experience

• A Subject matter expert in Customer Services Executives, able to delight Customers and Consumers, constantly able to grow and develop to deliver a customer-centric approach to all aspects of their work.
• Brilliant Execution Holding yourself and other team members to account to execute exceptional customer service.
• Understanding of order-to-cash process & order management.
• Demonstrates an open mindset - Adaptable with a clear focus on service improvement opportunities, brings ideas to life.

Top Outcomes

• Support the furtherance of a high-performing culture through personal achievement of OTC KPIs and SLAs
• Understand the CARM framework, ensure processes and behaviors are adhered to, resolve and report on control weaknesses when they arise.
• Own and resolve front-line customer or consumer queries delivered through email, phone, or online chat; this may include processing orders and handling escalations to ensure Customer satisfaction. Queries may arise across multiple departments; therefore, extensive knowledge of Customer Service, Credit, and Supply Chain is required to provide service.

Other key deliverables as required by the business within Customer Service.

General shift