Customer Support/Ops Coordinator I
Job Description Summary
To work as an integral part of the Order Renewals & Fulfilment department by providing outstanding customer experience to our internal and external customers.
The OR&F Associate Is Responsible For
- Providing efficient, timely, and accurate service to Elsevier stakeholders in creating/managing agreements and coordinating the invoicing of electronic and print products
- Collaborate with other teams and colleagues and ensure requests are completed following the procedure according to the requirements.
- Timely execution of requirements towards Orders, Renewals and Fulfillment.
Job Description
- Maintain Customer experience at all times
- Ensure all the assigned activities orders/agreements/emails requests are processed within the agreed TAT & quality.
- Respond professionally to customer queries by phone, chat and e-mail using the Best Practice guidelines.
- Adhering to Business/Process requirements as per SOP/Training Module.
- Develop in-depth knowledge of their process/business
- Complete RCA(Root Cause Analysis)for any escalations received for the team with appropriate CAPAs
- Understand and have end to end process knowledge for the process
- Ensure all assigned application UATs are completed within schedule
- Ensure Quality Audited whenever required for the team
- Be the key resource and support for the Account Manager in the sales process
- Assist the sales person in preparing trials, agreements and liaise with Fulfilment to ensure the timely entitlement of the service; create proposals
- Liaise with Regional E-Helpdesk and Fulfilment on any access and entitlements issues; Data accuracy;
- Plan and work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
- Provide flexible support for team members and other teams. Demonstrate a positive and flexible approach to changing business priorities.
- Develop a network necessary to knowledgeably respond to customer enquiries, requests and claims etc.,
- Identify and escalate recurring or consistent problems with system functionality and process.
- Contribute ideas to the improvement of Process.
- Is able to effectively identify and analyze problems and propose solutions.
- Actively seek opportunities for personal development including progression across the wider department.
- Be open in communication and react constructively to feedback to improve your performance
Qualifications
- Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks
- Self-motivated with positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST
- Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently
- Excellent written and verbal communication
- Excellent customer service skills
- Excellent in multi-tasking
- Bachelor's degree holder or Completed at least 2 years level in College (no back subjects/incomplete units)
- At least 1 year customer service in contact center environment or equivalent training (2 years preferred)
- Willing to work on business unit holidays and/or render overtime when necessary
- Must be in current role for 1 year
- Must not have received any Disciplinary Action within the past 12 months
- Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
- Must not have any Attendance and Punctuality issues in the past 12 months
