Position Description – Customer Care Assistant

The role holder needs to manage various customer care activities like inbound and outbound emails & calls. The key is that the person should be flexible to handle any or multiple activities at one point in time. The individual will be responsible for managing order inquiries, price quotation, order processing, managing customer feedback and working on production planning, and involving with our operations and accounts team.

Duties and Responsibilities: – Order processing & Customer Management

o Manage relationships with existing distributors, customers, and future customers.

o Ensure regular communication and follow-up on the order status and production issues.

o Maintain orderly records of all communications to customers.

o Manage overall engagement with all customers and act as a single point of contact on behalf of other departments ie. printing, sewing, logistic, etc.

o Develop pricing and quote for the customer with NO ERROR and ensure timely order process.

o Always in a problem-solving attitude. Give a positive resolution to the customer if there is an issue throughout the ordering process.

o Need to be very proactive to get updates from other departments and follow up on the given job.

o Need to understand the various customer care tools.

o Complete daily jobs in a timely manner.

o Recommend improvements to the customer care process to reduce inquiry processing time.

· Production process and planning

o Manage our order scheduler to ensure factory demand is met each month.

o Review our raw material inventory (fabric and other components) and ensure distributors have accurate data on the lead-time, order status, and delivery timeline.

o Handle all the feedback from the customer and ensure follow-up on all issues.

o Need to maintain all tools for production scheduling.

o Ensure the following SOP for all customer care and production process.

Requirements for the role:

· Good working knowledge of Microsoft Excel

· Good communication skills in writing an email (Outlook), reading, and speaking.

· Graduation or Post-graduation degree (any stream).

· Strong problem-solving skills and ability to develop creative solutions to complex problems.

· Friendly, positive proactive attitude and trustworthy.

· A detailed oriented person who can ensure accuracy on all communications and other daily duties.

· An organized individual who can keep track of many different tasks on time.

· Strong capability to communicate and connect many departments.

· Must have knowledge working in the customer care department

· Comply willingly with company policies.

Job Types: Full-time, Regular / Permanent

Salary: ₹14,000.00 – ₹20,000.00 per month

Benefits:

• Cell phone reimbursement
• Leave encashment
• Paid sick time
• Provident Fund

Schedule:

• Day shift

COVID-19 considerations:
All internal and external customers are required to undergo through sanitation process on entry to the premises.

Ability to commute/relocate:

• Sovabazar, Kolkata, Kolkata – 700006, West Bengal: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• total work: 2 years (Preferred)
• Call Center Occupations: 1 year (Preferred)

Application Deadline: 25/04/2022
Expected Start Date: 15/05/2022