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Job Location | Chennai |
Education | Not Mentioned |
Salary | Not Disclosed |
Industry | KPO / Analytics |
Functional Area | IT Operations / EDP / MIS |
EmploymentType | Full-time |
To work as an integral part of the Order Renewals & Fulfilment department by providing outstanding customer experience to our internal and external customers.The OR&F Associate is responsible for:Providing efficient, timely, and accurate service to Elsevier stakeholders in creating/managing agreements and coordinating the invoicing of electronic and print productsCollaborate with other teams and colleagues and ensure requests are completed following the procedure according to the requirements.Timely execution of requirements towards Orders, Renewals and Fulfillment.Main Activities and ResponsibilitiesOrder & Fulfilment CentricMaintain Customer experience at all timesEnsure all the assigned activities orders/agreements/emails requests are processed within the agreed TAT & quality.Respond professionally to customer queries by phone/ and e-mail using the Best Practice guidelines.Adhering to Business/Process requirements as per SOP/Training Module.Develop in-depth knowledge of their process/businessComplete RCA(Root Cause Analysis)for any escalations received for the team with appropriate CAPAsUnderstand and have end to end process knowledge for the processEnsure all assigned application UATs are completed within scheduleEnsure Quality Audited whenever required for the teamBe the key resource and support for the Account Manager in the sales processAssist the sales person in preparing trials, agreements and liaise with Fulfilment to ensure the timely entitlement of the service; create proposalsLiaise with Regional E-Helpdesk and Fulfilment on any access and entitlements issues; Data accuracyTeam WorkPlan and work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.Provide flexible support for team members and other teams. Demonstrate a positive and flexible approach to changing business priorities.Develop a network necessary to knowledgeably respond to customer enquiries, requests and claims etc.,Process ImprovementIdentify and escalate recurring or consistent problems with system functionality and process.Contribute ideas to the improvement of Process.Is able to effectively identify and analyse problems and propose solutions.Personal DevelopmentActively seek opportunities for personal development including progression across the wider department.Be open in communication and react constructively to feedback to improve your performanceKey Competencies:CompetencyLevelLevel DescriptionDisplays High Integrity and HonestyLevel 2Always follows rules and does what is expected.Does what s/he says s/he will do.Remembers commitments and promises.Is honest and ethical in decision making.Is trusted by others to do the right thing.Is fair and honest in how s/he treats others.Communicates powerfully and prolificallyLevel 2Provides clear instructions and direction to others.Is able to both actively listen to and effectively question to understand another s viewpoint.Helps others understand situations by communicating business context.Practices Self DevelopmentLevel 2Continually develops depth and breadth in key competencies.Actively seeks feedback from others.Takes concrete actions relating to feedback to improve performance.Understands own strengths and weaknesses and looks for opportunities to build on both.Technical and Professional ExpertiseLevel 1Develops and demonstrates core technical and professional skills required for own discipline.Develops and applies understanding of business context (including products, processes, culture & values).
Keyskills :
msofficesuite msoffice flexibleapproach customerexperience researchmanagement linicaldecisionsupp derprocessing decisionsupp keffectively