
SPE-Order Management-Voice
4 days ago
Job Summary
The SPE-Order Management-Voice role requires a dedicated professional with 2 to 5 years of experience in managing order processes and handling customer complaints. The candidate will work from the office in a rotational shift utilizing their expertise in MS Excel and domain skills in complaint management and call center operations to ensure seamless operations and customer satisfaction.
Responsibilities
- Manage and process orders efficiently to ensure timely delivery and customer satisfaction.
- Handle customer inquiries and complaints with professionalism and empathy ensuring resolution and customer retention.
- Utilize MS Excel to maintain accurate records of orders and customer interactions ensuring data integrity.
- Collaborate with team members to streamline order management processes and improve operational efficiency.
- Monitor and analyze order trends to identify areas for improvement and implement corrective actions.
- Provide support to the call center team by sharing insights and best practices for handling customer complaints.
- Ensure compliance with company policies and procedures in all order management activities.
- Communicate effectively with customers and internal teams to resolve issues and provide updates on order status.
- Participate in training sessions to stay updated on product knowledge and customer service techniques.
- Contribute to the development of strategies to enhance customer experience and loyalty.
- Report on key performance metrics related to order management and customer satisfaction.
- Support the implementation of new technologies and tools to enhance order management processes.
- Maintain a high level of accuracy and attention to detail in all tasks to ensure quality service delivery.
Qualifications
- Possess strong proficiency in MS Excel for data management and analysis.
- Demonstrate experience in complaint management within the life sciences domain.
- Exhibit excellent communication skills in English both written and verbal.
- Show ability to work effectively in a call center environment with rotational shifts.
- Display strong problem-solving skills and a customer-centric approach.
- Have a track record of improving processes and enhancing customer satisfaction.
- Be adaptable to changing priorities and able to work under pressure.
Certifications Required
Certification in MS Excel or Customer Service Management.
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