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Tier-1 brand, metro Pune location, generalist billing/customer-service role with broad skill requirements increases competition.
Core billing and customer-service skills are transferable across industries, indicating low background sensitivity.
Requires SAP/Siebel experience and customer-service skills, creating moderate shortlisting rigidity.
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Provide first and second line customer support for telephone and written inquiries from key external and internal customers, ensuring high customer satisfaction and adherence to service levels.
Resolve complex customer issues for key accounts including retail sites, branded/unbranded customers, commercial and strategic accounts, via multiple communication channels.
Manage customer expectations, identify process gaps and inefficiencies, and support continuous improvement including user acceptance testing in service center technologies and ERP systems.
Graduate level education or equivalent.
Minimum 12 months of customer service experience, preferably in a telephone environment or handling key account customers.
Experience with SAP and/or Siebel and proficiency in MS Office applications.
No travel expected; hybrid office/remote work setup.
Experienced in handling key account customer service with capability to resolve sophisticated customer issues independently.
Strong understanding of customer behaviors and needs within operational and sales order management contexts.
Capable of managing multiple communication channels and comfortable working with ERP and customer service technology systems.