CS OTC Associate

<h3>Accountabilities:</h3><li>
<strong>Order Management:</strong>Process and manage customer orders, particularly for book products, ensuring all assigned orders, emails, and administrative activities are completed accurately within agreed turnaround times (TAT) and quality standards.</li><li>
<strong>Customer Service:</strong>Respond professionally to customer inquiries by phone and email, following established best practices and delivering timely, helpful, and customer-focused solutions.</li><li>
<strong>Operational Reporting:</strong>Prepare and maintain daily, weekly, and monthly operational and performance reports, as well as ad hoc reports, to monitor business activities and support informed decision-making.</li><li>
<strong>Data Analysis and Issue Escalation:</strong>Analyze reporting results to identify trends, anomalies, and performance gaps. Escalate issues promptly, coordinate follow-ups with relevant teams, and support timely resolution.</li><li>
<strong>Stakeholder Communication:</strong>Share concise status updates, performance summaries, and operational insights with Team Leads and other stakeholders to maintain visibility into progress and outstanding issues.</li><li>
<strong>Root Cause Analysis:</strong>Conduct root cause analysis (RCA) for team escalations, identify underlying problems, and recommend corrective and preventive actions (CAPAs) to reduce recurring issues and improve operational performance.</li><li>
<strong>Process Compliance:</strong>Follow established standard operating procedures (SOPs), training guidelines, and business requirements while maintaining a thorough understanding of the end-to-end order management process.</li><li>
<strong>Quality Assurance:</strong>Support quality audits and ensure assigned activities meet established quality standards. Participate in application user acceptance testing (UAT) and complete testing responsibilities within the specified timelines.</li><li>
<strong>Sales and Account Support:</strong>Act as a key operational resource for Account Managers and sales representatives, providing administrative assistance and helping resolve order-related challenges throughout the post-sales process.</li><li>
<strong>Continuous Improvement:</strong>Identify opportunities to improve reporting accuracy, order processing efficiency, customer satisfaction, and overall service delivery through data-driven recommendations and collaboration.</li><h2>Requirements:</h2><li>Between 0 and 2 years of professional experience, preferably in operations, customer service, order management, or a related administrative function.</li><li>Previous experience in a customer-facing or customer service role is preferred, with the ability to handle inquiries professionally and maintain positive customer relationships.</li><li>Basic understanding of operational reporting, performance monitoring, and data analysis, including the ability to recognize trends, identify discrepancies, and escalate issues appropriately.</li><li>Proficiency in Microsoft Office applications, particularly Microsoft Excel, including filters, pivot tables, and basic formulas.</li><li>Strong written and verbal English communication skills, with the ability to communicate clearly and professionally with customers, colleagues, and stakeholders.</li><li>Good problem-solving skills and the ability to resolve routine issues using established procedures, while recognizing when escalation is necessary.</li><li>Strong organizational and time-management skills, with the ability to prioritize multiple tasks, manage competing deadlines, and maintain accuracy in a fast-paced administrative environment.</li><li>A collaborative mindset and the ability to work effectively with cross-functional teams within a matrix organizational structure.</li><li>Adaptability and willingness to learn new processes, systems, and business requirements while developing comprehensive end-to-end process knowledge.</li><li>Willingness to work in shifts, with expected schedules of<strong>9:00 AM–6:00 PM or 2:00 PM–11:00 PM</strong>, depending on operational requirements.</li><h2>Benefits:</h2><li>
<strong>Flexible working arrangements:</strong>Opportunities to work remotely or in a flexible hybrid arrangement, subject to business requirements.</li><li>
<strong>Flexible hours:</strong>Working arrangements designed to support productivity and work-life balance.</li><li>
<strong>Comprehensive health insurance:</strong>Medical coverage for employees, immediate family members, and parents, with additional insurance options available at competitive rates.</li><li>
<strong>Financial protection:</strong>Group life insurance and group accident insurance to provide additional financial security.</li><li>
<strong>Employee assistance program:</strong>Access to support for personal and professional challenges.</li><li>
<strong>Preventive healthcare:</strong>Medical screening and employee wellbeing initiatives.</li><li>
<strong>Family-friendly benefits:</strong>Maternity, paternity, and adoption support, shared parental leave, and a new-baby gift.</li><li>
<strong>Paid time off:</strong>Various leave options, including casual leave, sick leave, privilege leave, compassionate leave, special sick leave, and public holidays.</li><li>
<strong>Learning and development:</strong>Study assistance, sabbatical opportunities, and resources to support professional growth and long-term career development.</li><li>
<strong>Employee recognition:</strong>Long-service awards that recognize dedication and contributions.</li><li>
<strong>Office conveniences:</strong>Subsidized meals and complimentary home-to-office-to-home transportation for eligible employees working from the Chennai office.</li><li>
<strong>Career development:</strong>Opportunities to build experience in customer service, order management, operational reporting, data analysis, and continuous improvement.</li>