Associate - R&I - Pune

Role specific skillsets:

• Strong business process (Sales and Retailing)and technology analysis skills - ability to understand MD&D/ similarindustry and customer requirements
• Take the lead on distributor onboarding activities (Interviewing the dealer, Requirement gathering, Gap analysis, coordinating with various stakeholder, UAT, Dealer Agreement Signoff, User Access Management, Documentation, Go-Live and Support)
• Manage & tracking customer incidents/ new requests
• Handholding customer resolving the issues through Phone, chat Remote Desktop, and email communication channels as per the agreed SLAs
• Provide the necessary training to the distributor as per the need
• Data analysis skills - ability to interpret data and reports for business requirements
• Partner with Technical Support team members on various strategic projects when needed
• Run monitoring reports for usage, performance, and/or availability.
• Manage the master data for Dealer

Core Competencies:

• Service Orientation -

  Should be aware of both - the internal as well as external customers and their needs; and is committed to meeting the customers evolving, long-term needs - the focus is on SERVICE

• ResultOrientation -

  Should be able to direct efforts towards developing andimplementing realistic action plans to meet business objectives; with a senseof urgency - the focus is on achieving RESULTS

• Initiative -

  Onemust not only understand and accept the responsibilities towards his/her job;but also proactively works towards identifying challenges and its resolution -the focus is on seeking SOLUTIONS

• Professionalism-

  Shouldhave in-depth knowledge of all functions and displays not only required skill-set, but also ethics and integrity while conducting the job - the focus is on PROFESSIONALISM

• Cooperation-

  One must ensure completion of all tasks at hand and simultaneously extends support to team members and displays joint ownership towards achieving business objectives - the focus is on TEAMWORK

• Communication/Feedback-

  Should believe in providing feedback to other associates and receiving feedbacks to enhance performance, thereby meeting business objectives - the focus is on OPENCOMMUNICATION

Other Benefits:

• Medical Insurance (self-coverage):

  Includes Group Mediclaim policy and Group Personal Accident Policy.

• Long Term Investment & Engagement Plan:

  This is an employee incentive plan introduced to encourage, reward, and incentivize eligible employees towards long-term engagement, to optimize their performance and enable them to partake in the growth of the Organizationand further its best interests.

DESIREDCANDIDATE PROFILE:

• Any Bachelor s Degree
• 0 - 2 years of relevant experience in L1 customer support (voice and email), with a strong customer interaction experience
• Should understand the Retail business including supply chain fundamentals and organizational hierarchy
• Passion to be a part of a smart working and winning team
• Ability to multitask in a fast-paced environment
• Excellent ability to learn and articulate software-related and technical concepts
• Strong active listening skills and excellent written and oral communications skills (English and Hindi)
• Strong attention to detail when communicating with customers (verbal & written)
• Ability to empathize with customers and convey confidence
• Expertise working with Microsoft Excel and Reporting Tools
• Strong documentation skills
• Strong interpersonal and soft skills