Executive - Customer Care - FLB

Tata International Ltd; Indore District; On-site; INR 240,000 - 420,000; Full time

Job summary

Tata International Ltd in Indore is seeking a Customer Service Executive to handle both international and domestic queries, provide product and service information, and resolve problems within the defined SLAs.

Key duties include understanding customer feedback, registering complaints, coordinating with logistics, export, production, sales and marketing, and documenting interactions to improve the overall customer experience.

Qualifications

• Bachelor's degree in Commerce or Business Management.
• Experience in customer service and complaint handling.
• Ability to coordinate across departments.

Responsibilities

• Understand the customer feedback/queries and provide after sales support with proper communication and documentation
• Responsible for handling domestic and international customer queries, issues, complaints and feedback in the best interest of both customer and company
• Address and register the complaint and direct it to the concerned department such as logistics, export, production, sales & marketing for closure of complaint as per agreed SLA and to ensure rich customer experience
• Thoroughly and efficiently gather customer information, access and fulfil customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking
• Maintain a balance between company policy and customer benefit in decision making
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
• Conduct reviews on complaints with respective functions, publish MOM and ensure timely closure – communicate clearly and professionally (both verbally and in writing), and determine liability of respective departments
• Weekly resolution dashboard to be shared with closure TAT vs SLA
• Customer service dashboard to be shared as per SLA with all stakeholders and coordinate with all departments for final action plan on previous month’s issues

Skills

Customer service

SLA adherence

Documentation

After sales support

International/domestic queries

Education

Bachelor's degree in Commerce / Business Management

Job description

Job Purpose

Responsible for serving customers (both international and domestic) by providing product and service information, handling customer queries/complaints/issues and resolving problems within the SLAs.

Key Responsibilities

• Understand the customer feedback/queries and provide after sales support with proper communication and documentation
• Responsible for handling domestic and international customer queries, issues, complaints and feedback in the best interest of both customer and company
• Address and register the complaint and direct it to the concerned department such as logistics, export, production, sales & marketing for closure of complaint as per agreed SLA and to ensure rich customer experience
• Thoroughly and efficiently gather customer information, access and fulfil customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking
• Maintain a balance between company policy and customer benefit in decision making
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
• Conduct reviews on complaints with respective functions, publish MOM and ensure timely closure – communicate clearly and professionally (both verbally and in writing), and determine liability of respective departments
• Weekly resolution dashboard to be shared with closure TAT vs SLA
• Customer service dashboard to be shared as per SLA with all stakeholders and coordinate with all departments for final action plan on previous month’s issues

Supervise & authorize tasks as directed by Manager

Educational Qualifications

Bachelor degree in Commerce / Business Management