JOB TITLE: Associate Customer Services (Books & Journals)
DEPARTMENT: Global Customer Services
REPORTS TO: Deputy Manager

JOB PURPOSE
The Customer Service Representative is responsible for providing excellent customer service
including quickly and efficiently processing subscription and Book/Journal orders and claims and
providing timely and accurate information to customer inquiries. The CSR is expected to process
electronic orders and to be fully proficient in the mail batching processes.

KEY ACCOUNTABILITIES
• Process orders and capture data in the database
• Knowledge of all relevant business applications
• Any other operational customer service tasks assigned
• Ticket management/query handling via Fresh Desk with customer satisfaction
• Handling phone calls
• Actions the proper procedures to resolve customer issues
• Maintaining the SLA of process
• Prepare daily productivity report of the work done
• Maintaining reports and keeping process documentation updated
• Executing Sage Lean principle
• Support work in the other vertical too (cross functioning) during lean time

SKILLS, QUALIFICATIONS & EXPERIENCE
• Excellent customer service and administration skills
• Effective written and verbal communication skills
• High level of attention to detail
• Excellent organization and time management
• Ability to work under pressure and to deadlines
• Ability to work as part of a team • Able to work using own initiative
• Computer literacy including Excel skills and a working knowledge of Microsoft packages
• Good numeracy skills
• Graduate/postgraduate with business experience, proven work experience and transferable
skills relevant to the role

Role: Customer Success, Service & Operations - Other
Industry Type: Printing & Publishing
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Customer Success, Service & Operations - Other

Education
UG: Any Graduate

Key Skills
Communication Skills Blended Process Email Support Customer Service Administration Management Analytical Skills Solving Queries Problem Solving Business Communication Skills Backend Operations Customer Management Sales Support Interpersonal Skills