OR&F Associate - 1021-CH-293
Elsevier
Chennai
2d ago
  • Maintain Customer experience at all times;
  • Maintain systems, not limited to, but includes CRM data entry facilitating customer access and entitlement, invoice generation and accurate financial reporting.
  • Regularly Perform quality audits for individual and team deliverables
  • Responsible for all assignments from the point of assignment up until the process is fully completed, even in those situations beyond direct involvement in the process.
  • Be the primary owner, with Sales and Account Management in the renewals process.

  • Work with internal stakeholders to efficiently process renewals, cancellations, Trials, and other requests as assigned.
  • Ensure 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.
  • Adhere to Business / Process requirements as per SOP / Training Module.
  • Develop in-depth knowledge of processes and the products.
  • Proactively engage and follow-up with internal and external customers in a timely manner
  • Complete RCA(Root Cause Analysis)for any escalations received for the team with appropriate CAPAs.
  • Plan 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 internal and external customer enquiries, requests and claims etc.,
  • Identify and escalate recurring or consistent problems with system functionality and process,
  • Contribute ideas to the improvement of Process.
  • Effectively identify and analyze problems and propose solutions.
  • Actively seek opportunities for personal development including progression across the wider department.
  • Be open in communication and react constructively to feedback to improve your performance
  • Desire to learn and to share knowledge with other team members
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