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Relx Group
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CSOTC associate

CSOTC associate

Relx Group

1 - 2 years

17 - 19 Lacs

Chennai

Posted:1 week ago| Platform:

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Skills Required

Order management Business process Health insurance Publishing Healthcare Customer experience Customer service Sales process Analytics OTC

Work Mode

Work from Office

Job Type

Full Time

Job Description

CS OTC Associate

Do you like to work as an integral part of the Customer Service Order to Cash department

Would you like to provide outstanding customer experience to our internal and external customers

About Team

Our Customer Success team strives to deliver high quality administrative assistance to our sales representatives and channel partners. We work collaboratively in the post sales process with our sales team and customers. We provide support and problem-solving skills to ensure our customers have an exceptional experience.

About the role

As a CS & OTC Associate, you will be responsible for managing orders from internal customers across a range of products (specifically Books). You will contribute to reporting and analytics efforts, generating regular and ad-hoc reports to support decision-making. You ll analyze data to identify trends, flag anomalies, and uncover opportunities for process improvements. Your insights will help drive performance, enhance customer satisfaction, and support continuous improvement across the order management lifecycle. In addition to you will play a key role in executing ordering processes to ensure timely and successful delivery. This role offers opportunities for learning, development, and creating insightful reports to share knowledge and drive improvements.

Responsibilities

Generate and maintain basic operational and performance reports (daily/weekly/monthly)
Take prompt action based on report outcomes or escalations flag issues, follow up with concerned teams, and support resolution
Share summarized updates and status reports with Team Leads and other stakeholders
Always maintain Customer experience
Ensure all the assigned activities orders / emails are processed within the agreed TAT & quality.
Respond professionally to customer queries by phone/ 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 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.

Requirements

1 to 2 years of experience (preferably in Operations)
Willingness to work in shifts
Basic understanding of operational reporting and ability to identify and escalate trends
Have good experience in a customer service or customer-facing role.
Be a great problem solver, resolving problems using existing solutions.
Be able to adapt and flex to deliver multiple priorities in a rapidly changing administrative environment.
Proficiency in Microsoft Office, especially Excel (e.g., filters, pivot tables, basic formulas).
Be fluent in English, verbal and written and have excellent all-round communication skills.
Able to work as a team player and to effectively collaborate within a matrix organization.

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CSOTC associate