About this role
PURPOSE OF THE JOB : To respond to Level 1 enquiries and perform basic customer support tasks including processing orders and returns as per defined processes and timelines. The role is responsible for prompt and accurate delivery of service. He / She will need to maintain trackers defined to enable accurate data reporting. The post holder will need to work closely within the team and occasionally with Operations, Sales and warehouse teams. The post holder needs to work in shifts in order to meet the business requirements. PRINCIPAL ACCOUNTABILITIES / KEY RESULT AREAS: Prompt and accurate Enquiry handling: (40% of Time) Respond to customers’ calls and emails on the Enquiry and order platform within 8 working hours and aim to resolve 60 % enquiries at 1st contact. Allocate the complex enquiries (L2) and orders in the right buckets for quick resolution. Resolve Level 1 enquiries (typically generic/straight forward) requests and orders. Complaint Redressal & Close Looping (10% of Time) Respond to Level 1 customer complaints and allocate L2 to correct bucket. Support 95% L1 complaint closures within the defined TAT. Communicate with customers in a timely manner to ensure complaints are handled in a polite and professional manner. Order Punching within Defined TAT (30% of Time) Process orders accurately and in timely manner. Sales Orders: 98% TAT compliance, >98% accuracy, weekly backorder review. Sales Return Orders: 97% TAT compliance, >98% accuracy, proactive customer communication. Gratis Orders: 97% TAT compliance, 100% accuracy, weekly backorder review. Other Orders: 97% TAT compliance, >97% accuracy. Self-Development -Learning New Tasks (10% of Time) Take initiative in learning and developing new processes and skills. Identify learning need with Team manager and develop new professional skills. MIS (Back Order / Management Information Systems) (10% of Time) Daily reports to be submitted in a timely and accurate manner. Order amendments allocated to be completed within 1 working day. KNOWLEDGE & EXPERIENCE: Educational Qualifications Bachelor’s degree in any discipline Internship / 6 months experience is desirable. Skills : Good interpersonal and communication skills (both verbal and written) Ability to handle customer queries, complaints, and feedback with empathy and professionalism. Knowledge of complaint redressal workflows and TAT-based resolution tracking. Comfortable handling inbound calls and helpline support. Team working skills & eagerness to learn new skills Working knowledge of MS Suite and good command on excel. KEY INTERFACES: Internal Interfaces: Sales Team: For order-related queries, customer feedback, and coordination on sales returns or gratis orders. Demand Planning Team: For managing backorders, order amendments, and stock availability. Warehouse Team: For tracking deliveries, handling returns, and ensuring timely dispatch of orders. External Interfaces Customers (Schools, Institutions, Retailers) : For handling queries, complaints, order updates, and relationship management. Channel Partners / Distributors: For order coordination, returns, and customer escalations. Helpline Users: For real-time support via inbound calls and email communication.