Executive Customer Experience

Sage Publications India Pvt Ltd; Dehradun; Hybrid; INR 300,000 - 420,000; Full time

Job summary

Sage Publications India Pvt Ltd in Dehradun is seeking a Society Support executive to ensure high-quality member service for over 300 arrangements, coordinating with editorial teams on setup and maintenance, invoicing, renewals, address updates and online access.

The role focuses on processing payments, returns, claims, CRM updates, data uploads, reporting, and lean process execution, with cross-functional support during lean times.

Qualifications

• Excellent customer service and administration skills.
• Effective written and verbal communication.
• Graduate or postgraduate with business experience.

Responsibilities

• Process credit card payments from society members.
• Manage the returns process.
• Process member claims.
• Update Salesforce with invoice links.
• Manage member list tracking process in Salesforce.
• Upload member lists onto the fulfilment system.
• Knowledge of all relevant business applications.
• Ticket management/query handling via Fresh Desk with satisfaction.
• Actions the proper procedures to resolve issues.
• Maintaining the SLA of process.
• Prepare daily productivity report of the work done.
• Executing SAGE Lean principle.
• Support work in the other vertical too (cross functioning) during lean time.

Skills

Customer service

Communication

Attention to detail

Organization

Time management

Teamwork

Initiative

Excel

Numeracy

Education

Graduate/Postgraduate

Tools

Microsoft Office

Job description

The Society Support team is responsible for providing a high level of customer service for societies and their members. There are currently over 300 different arrangements being supported by the team. They liaise closely with editorial colleagues on the set up of the arrangements and the maintenance with invoicing, renewals, address updates and the setup of the required online access.

Key Accountabilities

• Processing credit card payments from society members
• Managing the returns process
• Processing member claims
• Updating Sales force with invoice links
• Managing member list tracking process in Sales force
• Uploading member lists onto the fulfilment system
• Knowledge of all relevant business applications
• Ticket management/query handling via Fresh Desk with satisfaction
• Actions the proper procedures to resolve issues
• Maintaining the SLA of process
• Prepare daily productivity report of the work done
• Executing SAGE Lean principle
• Support work in the other vertical too (cross functioning) during lean time

Skills, Qualifications & Experience

• Excellent customer service and administration skills
• Effective written and verbal communication skills
• High level of attention to detail
• Excellent organisation and time management
• Ability to work under pressure and to deadlines
• Ability to work as part of a team
• Able to work using own initiative
• Computer literacy including Excel skills and a working knowledge of Microsoft packages
• Good numeracy skills
• Graduate/postgraduate with business experience, proven work experience and transferable skills relevant to the role