Qualifications
- Minimum bachelor’s degree in any field of study
- Possess strong leadership and teamwork-based experience.
- Primary freshers, else less than 3 years working experience.
- Strong proficiency (Read/ Write /Speak) in English and (Read / Speak) in Hindi
Skills & Requirements:
- Value Chain Understanding (Knowledge)
- Commercial and Business Acumen (Knowledge)
- Problem Solving & Analytical (Skill)
- Managing Customer Experience (Skill)
- Proven ability to manage multiple priorities to meet stakeholder’s expectations management experience – building and maintaining effective relationships.
- Able to apply Continuous Improvement behaviors to lead improvement initiatives
Job Description & Responsibilities:
Order Management:
- Place and amend orders, liaising with fuels & lubricants supply chain & credit service partners as required.
- Manage delivery of orders – take ownership of delivery status enquiries and troubleshooting; proactively track and update Business Partners as required
- Handle and resolve all queries from Customers.
- Schedule standard and non-standard orders
- Process Returned Product
Credit Management:
- Block Order Management – Monitor open orders, review order status and action blocked orders.
- Handle basic Customer credit enquiries on cash allocation and debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash, and non-cash security handling.
Dispute Management:
- Own the end-to-end Disputes process, which includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with Customer on case outcome and confirm closure of case.
Feedback and Issues:
- Manage Customer complaints, feedback, and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.
- Manage and monitor Retailer/Distributor/Reseller complaints through to resolution.
- Ensure ordering issues are visible and managed in accordance to service level agreement.
Online Services Support and Setup:
- Support and proactively encourage uptake and utilization of online services.
- Act as first level support for system interface errors.
- Assist in online services setup for system-to-system setup with existing Customers.
- Work with Customer IT teams to resolve issues and manage internal processes.
Customer Enquiries
- Handle and resolve a range of front-line Customer enquiries including complaints, feedback and offers.
- Escalate where appropriate and in collaboration with other service providers to ensure Customer outcomes.
- Handle new business and various queries from Customers.
Loyalty Management
- Manage the Retail Loyalty Customer Experience
- Handle transaction queries, self-serve queries and general loyalty related enquiries.
- Process Customer loyalty registration, requests, and complaints.
Others:
- Build strong relationship and deliver effective e2e analysis with Leadership/all key stakeholders.
- Drive Continuous Improvement Culture, identify, align and implement improvement initiatives with all key stakeholders.