Customer Service Administrator

Talent Bridge Consultancy Services; Bengaluru; On-site; INR 400,000 - 650,000; Full time

Job summary

Talent Bridge Consultancy Services seeks a Customer Service Supervisor to act as back-office support for orders, processing, and despatch while upholding strict timescales and service standards.

You will lead a team handling B2B, Dropship and B2C channels, coordinating with carriers, warehouses, and accounts to ensure accurate invoicing, refunds, and returns. Strong communication and IT skills are essential.

Qualifications

• Bachelor's degree essential.
• Fluent in English, both spoken and written.
• French or German language advantageous.
• 4+ years in Customer Service supervision.
• Strong problem-solving and collaborative skills.
• Excellent written and verbal communication.
• Good IT systems knowledge.
• Experience of commerce preferable.

Responsibilities

• Lead and motivate the Customer Service team to meet targets.
• Manage order processing, invoicing, and returns.
• Coordinate with warehouses and carriers to meet SLA.
• Resolve customer queries and escalate as needed.
• Monitor SLA delivery targets and performance metrics.
• Provide support for Direct Fulfilment and B2C channels.

Skills

English fluency

Problem solving

People management

Team leadership

Education

Bachelor's degree

Tools

MS Excel

Job description

Job Purpose:

To be the back office for customers in our busy Customer Service team, ensuring orders are processed, fulfilled, and despatched, whilst also meeting our strict timescales and service standards. Customers will be B2B, Dropship and B2C.

Principal Accountabilities:

• Contacting the relevant carriers to ensure strict delivery standards are met.
• Ensuring all account invoices and credit notes are processed accurately and within agreed timescales.
• Processing Refunds on customer portals in the future.
• Managing the returns process for customers and ensuring records are kept accurate and up to date.
• Supporting the rest of the customer services team in ensuring all company customers receive an excellent service.
• Provide Customer Service to B2C Shops

Key Activities:

• Investigating customer queries on issues such as despatch, incorrect deliveries, shortages and general product information.
• Resolving delivery issues and obtaining PODs for consignments
• Communicating with the warehouse to ensure customers specific requirements are met.
• Processing orders from email, websites, Portals and ASMs, some manually entering onto the system while others may be via uploading through Filezilla or Toolset.
• Processing validation errors, address issues.
• Cancelling orders on various portals.
• Ensuring pricing and product information used is accurate.
• General administration functions associated with the efficient running of a busy customer service department.
• Providing customer service for Direct Fulfilment customers through their portals.
• Responding to customers within the agreed timescales through the various ways (Helpscout,emails,portals)
• Updating tracking information.
• Processing customer refunds in the future.
• Liaising with accounts for invoicing and crediting.
• Ensuring that all orders are in the correct format and correct couriers s that we meet the SLA.
• Acknowledging customer orders to ensure that they know stock availability
• Creating labels using information exported from MS Excel and customer portals for despatch of orders.
• Resolving customer queries in line with company guidelines.
• Processing Amazon orders and following the process through from placing the order, acknowledging on the portal, raising packing notes, invoicing the goods and removing any back orders off the system.

Key Contacts:

• Customer service team members
• Buying team
• Sales staff
• Accounts department
• Carriers
• Customers
• B2C Team
• Ecommerce Product Managers
• Warehouse
• Returns Team

Targets and KPI’s:

• Meeting order delivery targets
• Resolving queries within the SLA targets
• Processing invoices and credits accurately and within agreed timescales.
• Replying to emails within 24 hours

Education/Skills and Experience:

• Bachelors degree essential
• Proficient in English, both oral and written
• Additional French or German language an advantage but not essential
• 4+ Customer Service Supervisor experience.
• Strong problem-solving skills and able to establish logical practical solutions.
• Excellent written and verbal skills for relevant language applicable
• Strong people and performance management skills
• Good IT systems knowledge
• Experience of commerce preferable
• Embraces personal challenge Confident, rounded thinking Is self-aware Is resilient, assertive, optimistic and open to change.
• Engages interest and participation of others and has a collaborative approach to working with others.
• Ability to sustain and develop team working and team-based problem solving.
• Possess the ability to lead and motivate a team of people to succeed by utilising appropriate interpersonal styles including leading by example, setting objectives and defining responsibilities to give a clear sense of direction.
• Good understanding of customer deliverables and the impact of failure/cost of poor quality
• Able to achieve results by setting high standards and committing to clear objectives

Job Summary