Customer Advocate (Order management/Customer service background)
CommScope
- India
- Permanent
- Full-time
- Customer Queries: Respond quickly and efficiently to customer channel queries and resolve issues, using your network of contacts, knowledge, and investigative abilities to ensure the customer gets the support they need.
- Knowledge Sharing: Document and build a knowledge base playbook to help respond to customers, ensuring it is regularly reviewed and updated with new knowledge and changes.
- Tool Development: Lead and develop tools such case management, AI, and Chat GPT to leverage knowledge documents and enhance customer satisfaction.
- Credits: Manage end to end the intake, approval, notification, and submission of credits to ensure validity, timely process and that support teams are notified to ensure support and licenses are updated/turned off where appropriate.
- Stock Rotations: Manage end to end all customer stock rotation requests.
- Customer Onboarding/Offboarding: Manage the completion of vendor forms and customer setup process into our systems, including ensuring any customers terminated, their accounts are updated, and appropriate teams notified.
- Procedures: Ensure all process/procedures are documented and updated with changes through quarterly and annual reviews as appropriate.
- Process Enhancement: Participate in process enhancement projects, contributing to testing, training, and implementation efforts aimed at improving operational efficiency and customer experience.
- Analytics: Develop reports and processes, that leverage data to track KPIs, drive data hygiene and including ad hoc reporting requirements.
- Ad hoc Projects: Provide support on specific ad hoc projects as required, demonstrating flexibility and adaptability to meet evolving business needs..
- Graduate with 2+ years of relevant experience
- Order Management Background is preferable.
- High level of English and other languages advantageous
- Proficient in the use of computer-aided applications and software – Microsoft tools – Power Bi, Advanced Excel, Power Apps/Automation advantageous
- Excellent attention to detail, time management and organizational skills
- Excellent written and verbal communication skills
- Ability to collaborate across virtual functions/teams and across time zones.
- Ability to prioritize workload to meet challenging deadlines
- Ability to perform a wide variety of tasks, multitask efficiently and work under pressure.
- Enjoy working as a team to deliver results, learn and share knowledge.
- Willingness to work in Europe shifts if required