Executive Customer Service

Roles & Responsibilities

Review of TRF and sample (Applicant, billing to, mandatory information, test requested, sample uniformity and sufficiency etc) and ensure TRF and samples are ready for log-in with proper clarification

Ensure all the inward samples are tracked properly and registered timely.

Follow up for the hold samples/reports and clear it as soon as possible. (Such as payment hold, additional sample/information or any other matter).

Preparation of summary as per the operation/client need (As assigned by reporting manager).

Respond to customer query in a timely manner and solve their queries by coordinating with respective team. No customer dissatisfaction due the laps from CS person. Customer must be comfortable in talking to the CS person at any time.

Thorough understanding of client program and process. Guide relevant log-in team to ensure accuracy in sample log-in, proforma invoice.

Handle customer complaints in coordination with Program Manager, QA, or relevant team.

Ensure all the relevant information and knowledge are documented properly through your reporting manager/QA.

Tracking daily sample flow (from inward to dispatch) and monitor TAT.

Maintain customer list and regular/periodic interaction with customer (at least once in a month for each customer).

NPS

At least 8 customers feedback shall be taken per each CS person per month.

Any customer’s concern to be addressed constructively and meet their expectations.

Teamwork, Integrity, creativity and change.

Take new responsibility as per company’s requirement.

Take additional responsibility in absence of other team members

Requirement

Diploma/Bachelor/mater degree in textile/leather & footwear.

Minimum 3 years of relevant experience from relevant industry TIC.

Excellent communication and professional attitude.

Possess teamwork and target oriented.

Job Type

Full-time

Pay

₹30,000.00 - ₹50,000.00 per month

Benefits

Health insurance

Provident Fund

Ability to commute/relocate

Gurugram, Haryana: Reliably commute or planning to relocate before starting work (Required)

Education

Diploma (Preferred)

Experience

Customer Service (TIC Industry): 3 years (Required)

Location

Gurugram, Haryana (Preferred)

Work Location

In person