Operations Support Executive

TP; Mohali; On-site; INR 201,000 - 357,000; Full time

Job summary

TP is seeking a General Customer Service professional to handle post-sale support for business and end-consumer customers. The role covers remote customer service via phone, chat or text and distribution center customer service for orders and returns.

You will liaise between customers, production and distribution to resolve issues, provide technical and non-technical support in a walk-in service center, and work under moderate supervision to follow standard procedures.

Qualifications

• Requires basic knowledge of job procedures and tools obtained through work experience.
• Requires moderate supervision. Can solve routine issues independently, with occasional deviations or improvement to standard procedures.

Responsibilities

• Call center-based customer support in response to a high volume of low complexity inquiries.
• Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries.
• Acting as liaison between customers, production and distribution departments related to specific customer orders.
• Providing technical and non-technical customer support in a walk-in service center.

Job description

General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including:

Remote Customer Service:

Providing customer service and support via phone, online chat, or text including:

• Call center-based customer support in response to a high volume of low complexity inquiries
• Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries

Distribution Center Customer Service:

Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including:

• Acting as liaison between customers, production and distribution departments related to specific customer orders
• Providing technical and non-technical customer support in a walk-in service center

Incumbents matching to this specialization are not compensated based on achievement of sales targets.

Positions on this level requires basic knowledge of job procedures and tools obtained through work experience and may require vocational or basic technical education. Requires moderate supervision. Can solve routine issues independently, with occasional deviations or improvement to standard procedures.