AM-Customer care
- Genpact India
- 5 to 10 Yrs
- Noida, Gurugram
- 4 years ago
- Email to a friend
- Report this job
Job Description
Function: Operations
Gurugram, Badshapur, India
With a startup spirit and 80,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.
Inviting applications for the role of - Contact Centre Team Lead (Order Management and Customer Service) Band 4B
Looking for candidates from OTC (Order Management and Customer Service) with SAP experience, excellent communications and MS office Skills.
Responsibilities
In this role, you will be responsible for supervising and leading a team of 10 members for all the activities related to Order Management and Customer Service.
Team handling responsibilities to meet processing related targets
Reporting daily, weekly and monthly metrics and performance scorecard
Ensure daily order quality audits
Overseeing and reporting shift adherence reports
Maintaining service delivery standards for - business requests for order management through emails and via taking inbound calls from new and existing customers
Keeping daily log of email and call volume
Ensuring timely processing of orders and addressing enquiries
Reviewing team s performance through email response and call quality audits
Providing customer service and actively promoting products across a variety of business channels.
Alerting business and relevant stakeholders of key risks areas in daily operations
Keeping a rigor on daily operation targets
Maintaining excellent rapport with business representatives and client partners
Holding regular connects with clients and business representatives
Daily huddles and stand-up with the team
To be involved in continuous improvement programs for process optimization
Identifying process automation opportunities
Addressing training and development needs of the team
Ensuring effective feedback mechanism
Take care of team performance reviews
Ensure personal and team development plan is in place with clear, practical and measurable goals
Ensure daily production hours for the team is met
Ensure rigor on all operational measures including productivity and key performance parameters
Provide value through speed of service (efficiency) and relationship management (growth) and maximize customers awareness of product knowledge
Exercise vigilance and accountability for issues by ensuring prompt action is taken to resolve issues and realize opportunities
Comply with all Company specific policies, processes and procedures.
Demonstrate adherence to all business guidelines and procedures
Scope of work: Comprising of both Voice and Non-Voice operations team handling roles
Order Entry
Order Management
Customer Service
Order Delivery
Credit Management
Portal Support
KEY RELATIONSHIPS:
Internal:
Management Team
Commercial Team including FSM s, TM s, Account Managers, Confectionery and Food & Beverage
State Distribution Teams
Internal customers
External:
Customers
Suppliers
QUALIFICATIONS, EXPERIENCE and REQUIRED SKILLS:
B.Com graduate
5+ years of relevant experience
Client handling experience
Leadership skills
Experience in team handling
Excellent communications and enterprising skills
Previous experience in Order management and customer service role
Excellent MS Office skills
Strong customer service skills
Excellent analytical skills
Self-motivated and has ability to motivate the team to achieve common goals aligned with organization expectations
Ability to work independently and demonstrate team-oriented task execution skills
Problem solving attitude
Flexible with workings hours Australia(starts at 2:30 AM IST) and New Zealand(starts at 12:30 AM IST) shift
Ability to work in a dynamic environment
Excellent computer skills with previous experience in SAP, EDI, CIC or CRM
The ideal incumbent will have experience in leading a team in customer service role, and experience in an order-processing role. A flexible approach to working hours and the ability to work autonomously in a fast-paced environment. The ability to juggle multiple tasks simultaneously complimented by strong attention to detail and accuracy are essential skills.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
Employement Category:
Employement Type: Full timeIndustry: IT - Software Role Category: Customer Service (International)Sales / BD Functional Area: Not ApplicableRole/Responsibilies: AM-Customer careContact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram
Keyskills: operations team handling ms office call quality team handling inbound calls customer focus task execution computer skills problem solving client handling
Genpact India
Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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