Senior Executive, Customer Service

Senior Executive, Customer Service

About the Role

Introduction –

This is a great opportunity to join Oxford University Press (OUP), a globally recognized leader in education and publishing. As a Customer Service Executive, you will play a vital role in delivering exceptional service and strengthening relationships with key customers. This position offers exposure to dynamic projects, innovative processes, and collaboration with multiple teams, all while contributing to OUP’s mission of advancing knowledge and learning worldwide. You’ll be part of a culture that values integrity, customer-centricity, and continuous improvement.

Opportunity –

On a day-to-day basis, you will:

• Manage order processing with high accuracy and timeliness across various order types (sales, returns, gratis).
• Strengthen customer relationships through proactive engagement, monthly meetings, and health check calls.
• Ensure timely resolution of complaints and achieve defined TAT compliance.
• Respond promptly to customer queries via helplines and email (within 48 hours).
• Support new initiatives and projects such as Cloudtail, COCOBLU, and POD.
• Maintain accurate MIS reports, backorder management, and timely updates to stakeholders.

Your impact will ensure smooth operations, improved customer satisfaction, and enhanced service quality, directly supporting OUP’s reputation for excellence.

About You

Essential Criteria

• Bachelor’s degree in any discipline (preferred: Business Administration, Communications, or related fields).
• Strong interpersonal and communication skills (verbal and written).
• Ability to handle queries and complaints with empathy and professionalism.
• Familiarity with CRM tools and ticketing systems (e.g., Salesforce, Freshdesk, Zoho).
• Knowledge of complaint redressal workflows and TAT-based resolution tracking.
• Comfortable handling inbound calls and helpline support.
• Effective coordination with internal teams and external stakeholders.
• Proactive and willing to learn new processes and contribute to projects.

Desirable Criteria

• Certifications in customer service, CRM systems, or communication skills.

Queries

Please contact shariq.anwar@oup.com with any queries relating to this role.