Enterprise Customer Service Executive

Job Description

Job Title: Enterprise Customer Service location: Gurugram Experience: 1+ year in international voice process Role purpose: To offer an exceptional level of service to Onecom customers ensuring that every communication is both a professional and positive experience. The service must be pro-active, timely and informative, balancing the needs of the business and the customer. Relationships Internal: Sales, Finance and Warehouse Teams External: Account and Dealer Managers within networks, in addition to existing and occasionally prospective customers Key Responsibilities : • Manage a portfolio of accounts • To provide support to our customers, the sales teams and members of your own team • Display a polite and professional telephone manner at all times • Liaise with business customers in resolving problems and answering queries via telephone, email and web chat, working to a ‘first call’ resolution target • Attend meetings with potential and existing customers • To play an integral part in building relationships with our customers and the key role in the management and retention of the customer now and in the future • Managing relationships at all points up to Director level • Escalation point for every eventuality – inspiring confidence in the customer as the ‘go-to’ contact • To manage and maintain bespoke and complex accounts, each with varying requirements • Bespoke reports generated each month for selected customers • Process management - pro-active to a very high degree, ensuring that the customer never has to chase us for an update on any query Key Challenges • Keeping up to date with market trends and changes in the industry • Time management – must be able to prioritise between active clients and back office administration • Learning and keeping up to date with role processes and Onecom systems • Building and managing internal relationships with other teams and departments • Must be able to stay calm and positive when dealing with challenging customers • Create bespoke reports for clients Environment • This role is office based • Travel will be required to attend meetings at customers’ premises or other regional offices of Onecom in line with business needs Core Competencies • Excellent communication and organisational skills • Must be able to work well under pressure and remain clam in stressful situations • Customer focused and passionate about service • A proactive approach • Ability to work to strict deadlines and prioritise workload • Attention to detail and accuracy • Ability to retain knowledge • Excellent telephone manner including listening skills • Great business sense and commercially aware of the consequences of decision making, striking the right balance between customer service and profit • A confident and persuasive manner • Strong organisational and negotiation skills • Strong problem-solving skills Person Specification • Personable, confident and strong personality • Passionate about providing an excellent service with every customer interaction • Driven to go above and beyond delivering against expectations on or ahead of time • Enjoys working with and speaking to people • Understands how own role contributes to business objectives and internal customer satisfaction • Is able to remain calm and work well under pressure • Keen to tackle potential problems on own initiative • Can communicates in an open, candid and consistent manner • Always sees a task through to the end, ensuring full ownership going the extra mile for your Customer