Senior Associate - Operations

Role & responsibilities

• We are seeking a dedicated and customer-focused Order Management Process Specialist to join our team, providing exceptional support to our US customers through voice interactions.
• As a specialist in order management, you will play a crucial role in ensuring a seamless customer experience, assisting with order inquiries, tracking, and issue resolution.
• Handle outbound customer calls related to order inquiries, modifications, cancellations, and general product information.
• Assist customers with navigating through the order management form, ensuring accurate information is captured to process the orders
• Provide exceptional service by actively listening to customers' needs, empathizing with their concerns, and providing effective solutions in a professional manner.
• Collaborate with cross-functional teams such as sales, logistics, and finance to address customer inquiries and resolve issues promptly.
• Maintain accurate and up-to-date records of customer interactions, transactions, and issue resolutions in the system.
• Identify opportunities for process improvements and customer service enhancements to optimize the order management experience.
• Stay up-to-date with product knowledge, company policies, and industry trends to effectively address customer queries.
• Follow established guidelines for handling sensitive customer information and maintaining data privacy and security.
• Strong communication skills with a clear and professional voice tone.
• Proficiency in using Salesforce Platform and Dial Pad/Avaya Phone systems.
• Excellent problem-solving skills and ability to think critically in high-pressure situations.
• Empathetic and patient approach when interacting with customers, maintaining a positive attitude.
• Strong attention to detail and accuracy in recording and conveying information.
• Ability to adapt to changes in processes and technology and learn quickly.
• Familiarity with US customer service standards and cultural nuances.
• Availability to work flexible hours, including evenings and weekends as needed.

Qualification - Any graduate