associate hr service delivery rep Jobs in Pune

associate hr service delivery rep

customer experience consultant Jobs in Pune

customer experience consultant

customer relationship officer Jobs in Pune

customer relationship officer

customer support specialist

sales consultant

customer service representative

<div>
 
 Entity:
 
 
 
 Finance
 
 
 
 Job Family Group:
 
 
 
 Business Support Group
 
 
 
 Job Description:
 
 
 
 
 Job Purpose :-
 
 
 
 At bp, we&rsquo;re reimagining energy for people and our planet. We have a daring ambition: be a net zero company by 2050 or sooner, and help the world get to net zero. Crafting a more efficient business that makes the best use of its resources is a critical part of getting there. And that&rsquo;s what our new Finance Business &amp; Technology (FBT) centre in Pune, India is here to do &ndash; put digital at the heart of our business and accelerate the transformation of bp&rsquo;s business processes across the globe. Driven by the bp values and comprising capabilities in data, procurement, finance and customer service, the GBS centre will drive ground breaking digital solutions and agile ways of working.
 
 
 The Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external and internal Customers and other Consumers in accordance with agreed service levels.
 
 
 The position will ensure all facing queries are answered with the required speed, accuracy and with the maximum level of customer satisfaction.
 
 
 Customer Facing CSRs are required to have a broad understanding of all Customer Service processes to enable a high percentage of first contact resolution and will continually handle customer expectations through various contact channels. CSRs are the first point of contact for BP telephone based enquiries.
 
 
 
 Key Accountabilities ?
 
 
 
 
 
 Functional -
 
 
 
 
 <ul>
 <li>
 Implement day to day customer service related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values.
 </li>
 <li>
 Leverage understanding of specific processes / systems and act as the first and second point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties. These customers will include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals.
 </li>
 <li>
 Provide customer service via the internet, phone, fax and email to support activities including:
 
 
 </li>
 </ul>
 Account set-up, allocation and delivery issues.
 
 
 Order processing and order fulfilment.
 
 
 Sales order tracking.
 
 
 Monitor supply outages and react accordingly for incoming and existing orders.
 
 
 Retail marketing programme information, policy and product fulfilment.
 
 
 Retail site experience complaints, fuel quality claims, site locator etc.
 
 
 Complaint resolution, identification and management of complaint root causes.
 
 
 <ul>
 <li>
 Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems.
 </li>
 <li>
 Support GBS activities through immediate triage, partner concern (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.
 
 
 </li>
 </ul>
 
 Service Management &amp; Continuous Improvement ?
 
 
 
 <ul>
 <li>
 Handle and maintain customer expectations, referencing pre-established service level agreements where applicable.
 </li>
 <li>
 Make recommendations on existing knowledge base documents and identify knowledge gaps.
 </li>
 <li>
 Build and maintain strong relationships with both the customer and internal business partn6ers through the provision of timely, accurate and high quality service.
 </li>
 <li>
 Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
 </li>
 <li>
 Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.
 
 
 </li>
 </ul>
 
 Crucial Criteria &amp; Key competencies ?
 
 
 
 
 
 Education, Experience -
 
 
 
 
 Graduation or equivalent
 
 
 Up to 3 years previous experience customer service skills in a telephone environment and or customer services environment preferred.
 
 
 
 
 Skills -
 
 
 
 
 Must demonstrate a strong understanding of customers&rsquo; needs / behaviours.
 
 
 Excellent written/oral communication skills and ability to build effective working relationships.
 
 
 Strong time management and organisation skills.
 
 
 Highly motivated.
 
 
 Intermediate knowledge of MS Office application.
 
 
 Experience using SAP and/or Siebel is an advantage.
 
 
 
 
 Key competencies -
 
 
 
 
 Inbound Document Management - 2
 
 
 Sales Order Management - 2
 
 
 Sales &amp; Marketing Operations - 2
 
 
 Data Management &amp; Control - 2
 
 
 Customer Service Delivery Quality - 2
 
 
 Business &amp; 3rd Party Systems Knowledge - 1
 
 
 Influencing Ability &amp; Negotiation - 1
 
 
 Data Gathering &amp; Analysis - 2
 
 
 
 Value &amp; Behaviours
 
 
 ?
 
 
 
 <ul>
 <li>
 Be responsible for your success.
 </li>
 <li>
 Accountable for delivering innovative business outcomes.
 </li>
 <li>
 Seeks opportunities to improve and digitize process delivery.
 </li>
 <li>
 Adheres to safe and ethical work practices.
 </li>
 <li>
 Think big.
 </li>
 <li>
 Actively builds own knowledge, capabilities and skills for the future.
 </li>
 <li>
 Values partnership and collaborates to achieve results.
 </li>
 <li>
 Be curious.
 </li>
 <li>
 Willing to suggest new ways of working, processes and technologies.
 </li>
 <li>
 Ensures the delivery and improvement of digital solutions to benefit customers.
 </li>
 <li>
 Effortless customer experiences.
 </li>
 <li>
 Understands customer needs and delivers digital detailed self-service customer experiences.
 </li>
 <li>
 Digital first.
 </li>
 <li>
 Applies creative digital solutions to address problems.
 
 
 </li>
 </ul>
 
 
 Would you like to discover how our diverse, hardworking people are owning the way in making energy cleaner and better &ndash; and how you can play your part in our world-class team?
 
 
 
 
 
 
 Come, join our bp team!
 
 
 
 
 
 Travel Requirement
 
 
 
 No travel is expected with this role
 
 
 
 Relocation Assistance:
 
 
 
 This role is eligible for relocation within country
 
 
 
 Remote Type:
 
 
 
 This position is a hybrid of office/remote working
 
 
 
 Skills:
 
 
 
 Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Value Proposition, Digital Fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization
 
 
 
 Legal Disclaimer:
 
 
 
 We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp&rsquo;s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.
 
 
 If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.
</div>

Customer Experience Consultant

Tata Communications

<div>
 
 About The Company
 
 
 
 Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
 
 
 
 Job Description
 
 
 
 Operational role that works under direct supervision, responsible for day-to-day customer service operations
 
 
 
 Responsibilities
 
 
 
 Maintain daily activities and routines.
 
 
 Ensure SLA are achieved &amp; work proactively to maintain the same.
 
 
 Maintain Escalation matrix
 
 
 Troubleshooting
 
 
 Monitoring
 
 
 No Work From Home
 
 
 24x7 Shift
</div>

Jr Customer Service Executive - Cloud & Security Customer Service Operations

B. U. Bhandari Mercedes-Benz

<div>
 
 Job Designation/Field of Work:
 
 
 
 
 1 Reception of customers
 
 
 Proper greeting of customer in showroom or field areas
 
 Introduction of self, offer business card
 
 Assist customer when the requested salesperson is not immediately available
 
 Offer refreshment, child care or guidance to other products and services if required
 
 
 
 2 Analysis of needs and requirements
 
 
 Observe customer&rsquo;s conversation to find out requests, needs and desires
 
 Check, discuss and clarify needs by using questioning techniques (open, target and close questions)
 
 Capture prospect details in &ldquo;Prospect card&rdquo;
 
 Based on needs analysis, recommend a product that meets requirements
 
 Provide estimation of product sales process (lead time for product arrival)
 
 
 
 3 CBU Product demonstration (static and dynamic)
 
 
 Able to relate features to advantages and benefits for customers
 
 Provide proof of the benefits (e.g. test drive, literature and data, etc)
 
 Static demonstration
 
 Perform dynamic demonstration/ test drive with planned route and professionalism
 
 Discuss experiences with customer after static or/and dynamic demonstration
 
 
 
 4 Presentation of offer
 
 
 Present offer of the right match to specific CBU customers needs
 
 Present other packages ( accessories packages)
 
 Discuss and clarify terms and conditions of offer (especially promotional offers)
 
 
 
 5 Handling of objections/ difficult customer interface/ negotiation
 
 
 Argumentation focused on the customer benefits and not on the price (value for money)
 
 If the salesperson has no solution, communicate with the manager
 
 
 
 6 Closure of sale
 
 
 Prepare all necessary documents
 
 Explain sales contract, record details properly and review with customer
 
 Obtain confirmation 7 Delivery of new vehicle
 
 Inform all internal parties of schedule delivery
 
 Preparation of vehicle deliver documentation
 
 Inspect vehicle and confirm delivery time with customer
 
 Present and explain all features of the vehicle, celebrate the delivery of the car
 
 Obtain receipt of vehicle by customer
 
 Ensure that the company received the payment
 
 Introduction to the service advisor
 
 
 
 8 Follow-up after delivery, build and enhance customer relationship
 
 
 Plan follow-up after vehicle delivery (3 hr, 3day, 1 month, every 6 month)
 
 Collect customer feedback on the overall sales experience and document it in e-dealer
 
 Reminder of service
 
 Promotion of company&rsquo;s activities in relation to new CBU product launch, car sales campaign and service campaign
 
 Make the appropriate recommendation which is cost effective to the customer to gain customer&rsquo;s trust
 
 Continuous maintenance of customer relationship by regular contacts to customers, invitation of customers to events, mailing of Mercedes-Benz magazine, offer of assistance (e.g. for service bookings, etc.)
 
 
 
 9 Build and expand customer database
 
 
 Perform all showroom duties
 
 Attend sales and marketing activities
 
 Active prospecting of new customers through direct mailing , cold calls, cold visits/canvassing and referrals
 
 Using available IT database tool to keep track of own prospects and customers (e.g. Autoline)
 
 Performing CRM, i.e. keep regular contact with customers and prospects (e.g. birthday cards, anniversary cards, etc)
 
 Keep track record of walk in, telephone enquiry of customers and prospect 10 E-Dealer Updating
 
 Enter prospect details in system within 24 hrs of contact with prospect
 
 Update all the follow-up and test drive details in e-dealer within 48 hrs time
 
 
 
 
 
 Requirements
 
 
 Basics: Any Bachelor degree
 
 
 o Experience (type of): 2-5 years experience is sales (with at least 2 years in automobile sales)
 
 
 o Specialized Knowledge: Communication skills, analytical skills, Negotiation skills, basic computer skills, team player, ability to work in dynamic situation
 
 
 
 Benefits
 
 
 1. Statutory Benefit
 
 2. Accidental Policy
 
 3. Incentive
</div>

Sales Consultant

FirstCry.com (BrainBees Solutions Ltd.)

<div>
 
 Join , a leading name in the Retail Apparel and Fashion industry, as a Customer Relationship Officer. In this pivotal role, you will be at the forefront of enhancing customer satisfaction and loyalty by providing exceptional service and support. Your primary responsibilities will involve managing customer queries, resolving issues efficiently, and ensuring a seamless shopping experience for our valued clients. By leveraging excellent communication skills and a customer-centric approach, you will contribute to building strong relationships and fostering trust with our clientele. As part of a dynamic team, you will have the opportunity to work in a fast-paced environment, where your insights and problem-solving abilities will drive customer engagement and retention. If you are passionate about delivering outstanding customer service and thrive in a collaborative setting, this role offers a rewarding career path with growth opportunities within .
 
 
 Tasks
 
 <ul>
 
 <li>
 Respond to customer inquiries and provide product information in a friendly manner.
 </li>
 
 <li>
 Resolve customer complaints and escalate issues when necessary to ensure satisfaction.
 </li>
 
 <li>
 Maintain accurate records of customer interactions and transactions.
 </li>
 
 <li>
 Collaborate with the sales and product teams to stay updated on new arrivals and promotions.
 </li>
 
 <li>
 Gather customer feedback and share insights with management to improve service quality.
 </li>
 
 </ul>
 
 Requirements
 
 <ul>
 
 <li>
 Strong communication skills to effectively engage with customers and understand their needs.
 </li>
 
 <li>
 Experience in retail or fashion industry is a plus, but a passion for helping customers is a must.
 </li>
 
 <li>
 Ability to multitask and manage time efficiently in a fast-paced environment.
 </li>
 
 <li>
 Proficiency in using CRM software and basic computer applications.
 </li>
 
 <li>
 Problem-solving skills with a customer-first attitude to ensure satisfaction and loyalty.
 </li>
 
 </ul>
 
 Benefits
 
 
 Of
 
 
 
 Join as a Customer Relationship Officer to enhance customer experiences in the dynamic retail fashion industry. Elevate your career with us, where innovation meets customer delight.
 
</div>

Customer relationship officer

<div>
 
 About The Company
 
 
 
 Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
 
 
 Job Description �The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes. Responsibilities �Taking ownership of customer issues reported, solving their problems through by providing resolution. �Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues. �Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams �Ensure SLA are achieved &amp; work proactively to maintain the same. Desired Skill sets �Demonstration of problem-solving skills �Prior experience of providing customer service support in fast paced, high availability, 24X7 environments. �Maintain awareness of latest technologies in the domain
</div>

Engineer - Global Service Operations

<div>
 
 Company Description
 
 
 
 
 WNS (Holdings) Limited (NYSE: WNS)
 
 , is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.
 
 
 We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees. Our global footprint spans 16 countries with 61 delivery centers worldwide including in China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, United Kingdom and the United States.
 
 
 
 Job Description
 
 
 
 Handling Travel related calls of Bookings, Reservations, Cancellations , Baggage, etc.
 
 
 Provide solution for specific requests as per process guidelines.
 
 
 Understand customer queries and demonstrate empathy while providing customer support.
 
 
 Exp - Freshers.
 
 
 Language requirement : French
 
 
 
 Qualifications
 
 
 
 Graduate / Undergraduate
 
 
 
 Additional Information
 
 
 
 Should be ok with working in 24* 7 environment.
</div>

India - Associate / Sr. Associate- Ops - Customer Service Voice -REF3146V

<div>
 
 About The Company
 
 
 
 Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
 
 
 Job Description �Responsible for driving and monitoring a 24x7 customer facing team providing L1, L2 &amp; L3 technical support in Network/SDWAN/Cloud &amp; security/Unified Collaboration/Mobility &amp; IoT/other domains with the objective of providing timely resolution to technical issues faced by customer &amp; ensuring a good post-sales support experience to the customer. This is a tactical role which has a significant mid-term impact on business unit�s overall results. Responsibilities �Monitor and review resolution of customer issues by customer service operations team, analyse productivity and escalation of issues. �Incident management - assign incident manager for critical/escalated faults, manage all customer communication, work with internal stakeholders to ensure timely fault resolution. �Plan support needs for the customer; ensure timely execution of service acceptance function &amp; compliance with turnaround time (SAT) �Engage with customers, understand their expectations, gather transaction feedback, and ensure closures within the fault window. �Monitor spikes in escalation of tickets. �Devise mechanism to track all escalations &amp; identify root cause of the escalations. �Identify improvement areas in terms of process, people, resources to avoid escalating situations &amp; implement solutions. �Review of performance on a periodic basis and minimize recurrence of incidents basis the past trends. �Share timely feedback with engineering team on customer experience and major issues faced by them. Identify key problem segments and plan changes on a pro-active basis. �The role will lead a large team. Desired Skill sets �Excellent customer handling ability. �Should have dealt with large team sizes. �Experience on building process efficiency �Expertise on implementation, installation, integration troubleshooting and overall functionalities.
</div>

Sr. Manager - Customer Service Operations

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