Customer Engagement Specialist

myhrabc; Pune District; On-site; INR 300,000 - 540,000; Full time

Job summary

Cencora seeks a Customer Engagement Specialist to manage customer communications via phone and email, ensuring smooth onboarding and accurate records.

You will be the primary contact, delivering timely responses and maintaining high service standards while coordinating with internal teams to resolve inquiries and issues.

Qualifications

• Strong verbal and written communication skills.
• Excellent listening and problem-solving abilities.
• Organizational and time management skills; multitasking capability.
• Proficiency with CRM systems and email tools.

Responsibilities

• Handle inbound/outbound customer calls and emails professionally.
• Support onboarding by ensuring records are accurate and complete.
• Provide timely status updates to customers on onboarding and documentation.
• Document interactions and resolutions in internal CRM and systems.
• Collaborate with internal teams and escalate issues as needed.

Skills

Clear communication

Active listening

Problem solving

Time management

CRM systems

Education

Bachelor's degree in business/information systems/operations

Job description

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

Job Details

Job Summary:

We are looking for a highly motivated and customer-focused Customer Engagement Specialist to manage inbound and outbound customer communications, respond to inquiries, and facilitate onboarding processes. In this role, you will serve as the primary point of contact for customers, ensuring timely and accurate responses to their questions and concerns. You will play a critical role in delivering exceptional service through phone and email communication while ensuring smooth onboarding experiences and accurate record management.

PRIMARY DUTIES & RESPONSIBILITIES:

Customer Communication

• Inbound/Outbound Calls: Handle customer calls with professionalism and efficiency, addressing inquiries, providing updates, and resolving concerns in a timely manner.
• Email Communication: Respond to and initiate email correspondence with customers, ensuring clear, accurate, and professional messaging.
• Customer Inquiry Management: Serve as the first point of contact for customer inquiries related to onboarding, documentation, and account status, ensuring questions are addressed thoroughly and promptly.
• Customer Updates: Proactively communicate with customers to provide status updates on onboarding records, documentation, and account-related matters.

Onboarding Support

• Onboarding Record Assistance: Collaborate with internal teams to ensure onboarding records are accurate, complete, and aligned with customer expectations.
• Documentation Guidance: Assist customers in submitting required documents by providing clear instructions and resolving any issues related to missing or incomplete information.
• Customer Follow-Up: Conduct follow-ups with customers to ensure all onboarding requirements are met within the timeline.

Operational Excellence

• Documentation and Recordkeeping: Accurately document customer interactions, inquiries, and resolutions in internal systems to ensure transparency and maintain up-to-date records.
• Process Adherence: Follow established workflows and procedures for handling inbound and outbound communications, inquiries, and onboarding-related tasks.
• Partner with internal teams, including Customer Engagement Coordinators and Managers, to escal...

Other duties and responsibilities as assigned

Qualifications:

Experience:

• 1+ years of experience in a customer-facing role, such as customer service, account management, or call center operations.
• Experience with inbound and outbound communication, including phone and email correspondence.

Skills:

• Strong verbal and written communication skills with a focus on clarity and professionalism.
• Exceptional listening and problem-solving skills to address customer needs effectively.
• Strong organizational and time management abilities, with the capacity to manage multiple tasks simultaneously.
• Proficiency in customer relationship management (CRM) systems and email communication tools.

Interpersonal Attributes:

• A customer-first mindset with a commitment to providing high-quality service.
• Ability to remain calm and solution-oriented in high-pressure situations.
• Team player who thrives in a collaborative environment.

Preferred Qualifications:

• Experience in regulated industries such as healthcare, pharmaceuticals, or logistics is a plus.
• Familiarity with onboarding workflows, record management, or compliance processes is desirable.

.Bachelor's degree in business, information systems, operations, or a related field, or equivalent experience required.

Less than 2 years of experience in customer onboarding, implementation, customer success operations, or a closely related process-driven role, or a related field required.

Certification in customer experience, customer service, CRM platforms, onboarding, training, or process improvement preferred.

What Cencora offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Full time

Affiliated Companies

Affiliated Companies: CENCORA BUSINESS SERVICES INDIA PRIVATE LIMITED

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassme