Customer Support

2 days ago

Mumbai, India Raankss Consultants Full time

Customer Service Executives are supposed to ensure resolution and response in a timely and accurate manner. The aim is to provide excellent customer services and setting the expectations.

A customer service executive has the main duty of answering the customer’s enquiries using the standard guidelines.

General:

- He or she has to take ownership of complaint and queries of the customers and proactively following through to resolution.
- It will be the responsibility to make sure that all customers’ queries are well-investigated and resolved.
- He or she has to escalate queries to supervisor if appropriate.
- He or she has to assist the management and Team Manger with any assigned special projects and in specific task.
- It will be the responsibility to maintain working cognition of each customer service process for various market segments.
- He or she has to work for the staff as well such as developing and mentoring new staff to satisfy customer service requirements.
- To maintain working relationship with external and internal customers, colleagues, and customer service management.
- Identifying and escalating recurring problems to the Manager.

Operations:

- _Initiate filing request (all SEZ/ STPI/duty paid) received from Implant/Client (Annexure Sheet.doc)_
- _Scrutinizing of documents, revert in case of discrepancies _
- _Instruction sheet to be filled and pass instructions to Users for preparing required documents (mentioning Scope: Billing, Transport, Loading and Un Loading)INSTRUCTION_SHEET.docx_
- _Coordinate internally and externally for DO collection, other carrier/FF related jobs and ensure shipment clearance and its delivery within time_
- _Provide timely updates on their shipment to Client / Implant with a cc: Team Leader_
- _Coordinate with various departments (Internally) for deviations, if any, in the process; resolve it or escalate_
- _Daily review of pending activities with OPS In-Charge and seek solutions_
- _Ensure to close the activities within TAT to avoid escalations & dis-satisfaction of client. _
- _Ensure all completed transactions jobs / files are submitted to Invoice Desk for billing and submitted to client within the stipulated time. _

Schedule:

- Flexible shift

Ability to commute/relocate:

- Mumbai - 560043, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 3 years (required)
- Customer service: 3 years (required)

**Language**:

- English (preferred)

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