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CS & OTC Associate

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Elsevier

5d ago

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    Sales & Business Development
  • Chennai
  • Quick Apply

AI generated summary

  • You should have customer service experience, strong problem-solving skills, Excel proficiency, excellent English communication, and the ability to adapt and collaborate in a fast-paced environment.
  • You will ensure excellent customer experience, process orders, resolve queries, adhere to standards, conduct RCA, complete UATs, and support the sales process with the Account Manager.

Requirements

  • Have experience in a customer service or customer-facing role.
  • Have strong problem-solving skills.
  • Be able to adapt and manage multiple priorities in a rapidly changing environment.
  • Be proficient in Microsoft Office, especially Excel, and the ability to learn new systems.
  • Have excellent communication skills in English, both verbal and written.
  • Be able to work effectively as part of a team and collaborate within a matrix organization.

Responsibilities

  • Maintaining excellent customer experience.
  • Processing orders, agreements, and emails within agreed timelines and quality standards.
  • Responding professionally to customer queries by phone and email using best practice guidelines.
  • Adhering to business and process requirements as per SOP/Training Module.
  • Developing in-depth knowledge of the process and business.
  • Conducting Root Cause Analysis (RCA) for any escalations and implement Corrective and Preventive Actions (CAPAs).
  • Ensuring all assigned application User Acceptance Tests (UATs) are completed on schedule.
  • Supporting the Account Manager in the sales process.

FAQs

What is the role of a CS-OTC Associate?

The CS-OTC Associate manages orders for various products, including publications, journals, and books, overseeing the ordering processes to ensure successful and on-time delivery while providing outstanding customer experience.

What are the key responsibilities of this position?

Key responsibilities include maintaining excellent customer experience, processing orders, responding to customer queries, conducting Root Cause Analysis for escalations, and supporting the Account Manager in the sales process.

What qualifications are required for this position?

Applicants should have experience in a customer service or customer-facing role, strong problem-solving skills, proficiency in Microsoft Office (especially Excel), and excellent communication skills in English.

Is there a flexible working arrangement?

Yes, the role offers flexible working hours to help employees achieve a healthy work-life balance.

What benefits are offered to employees?

Benefits include comprehensive health insurance, group life and accident insurance, an employee assistance program, flexible working arrangements, subsidized meals in Chennai, long-service awards, paid time off, and transport services in Chennai.

Does Elsevier support diversity and equal opportunity in hiring?

Yes, Elsevier is an equal opportunity employer and is committed to providing a fair and accessible hiring process for all qualified applicants.

What kind of training is provided for this position?

Employees are expected to adhere to business and process requirements as per the SOP/Training Module, and they'll develop in-depth knowledge of the process and business as they learn on the job.

How does the company support employee well-being?

The company promotes employee well-being through various initiatives, including health insurance options, an employee assistance program, and various paid time off options.

What is the main objective of the Academic & Government team?

The main objective is to help communities accelerate knowledge for a better world by establishing, discovering, and advancing knowledge to turn insights into outcomes.

What tools or systems does a CS-OTC Associate need to be proficient in?

A CS-OTC Associate should be proficient in Microsoft Office, particularly Excel, and have the ability to learn new systems quickly.

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Elsevier

Because informed decisions lead to better outcomes

Consulting
Industry
5001-10,000
Employees
1880
Founded Year

Mission & Purpose

As a global leader in information and analytics, Elsevier helps researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. We do this by facilitating insights and critical decision-making for customers across the global research and health ecosystems. In everything we publish, we uphold the highest standards of quality and integrity. We bring that same rigor to our information analytics solutions for researchers, health professionals, institutions and funders. Elsevier employs 8,700 people worldwide. We have supported the work of our research and health partners for more than 140 years. Growing from our roots in publishing, we offer knowledge and valuable analytics that help our users make breakthroughs and drive societal progress. With the Elsevier Foundation and our external Inclusion & Diversity Advisory Board, we work in partnership with diverse stakeholders to advance inclusion and diversity in science, research and healthcare in developing countries and around the world.