CS OTC Associate
New
J
JobgetherCustomer operations
Listing location: India; Workplace type: Remote; Structured job location: IndiaFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- Strong written and verbal English communication skills
- Experience
- Between 0 and 2 years of professional experience
- Required Skills
- Data AnalysisMicrosoft ExcelMicrosoft OfficeProblem SolvingCustomer serviceTime ManagementEnglish communication
Requirements
- Have 0–2 years of professional experience, preferably in operations, customer service, order management, or a related administrative function.
- Bring customer-facing or customer service experience; this is preferred.
- Understand operational reporting, performance monitoring, and basic data analysis.
- Use Microsoft Office, particularly Excel, including filters, pivot tables, and basic formulas.
- Have strong written and verbal English communication skills.
- Apply problem-solving skills to resolve routine issues and recognize when escalation is needed.
- Organize and prioritize multiple tasks, competing deadlines, and accuracy-sensitive work.
- Work collaboratively with cross-functional teams in a matrix organization.
- Be willing to learn new processes, systems, and business requirements.
- Be willing to work shifts scheduled as 9:00 AM–6:00 PM or 2:00 PM–11:00 PM, depending on operational requirements.
Responsibilities
- Process customer orders, particularly for book products, accurately and within agreed turnaround times.
- Respond to customer inquiries by phone and email with timely, professional solutions.
- Prepare and maintain daily, weekly, monthly, and ad hoc operational and performance reports.
- Analyze reporting results to identify trends, anomalies, and performance gaps.
- Escalate issues, coordinate follow-ups with relevant teams, and support timely resolution.
- Conduct root cause analysis for team escalations and recommend corrective and preventive actions.
- Follow standard operating procedures, training guidelines, and business requirements.
- Support quality audits and complete application user acceptance testing within specified timelines.
- Provide administrative and order-related support to Account Managers and sales representatives.
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