CS-OTC Associate

Do you like to work as an integral part of the Customer Service Order to Cash department?

Would you like to provide outstanding customer experience to our internal and external customers?

About the Team

Our Academic & Government team helps communities accelerate knowledge for a better world by establishing, discovering, and advancing knowledge. We turn scientific discoveries into peer-reviewed knowledge, host a rich corpus of knowledge, and measure the quality and impact of research to turn insights into outcomes.

About the Role

As a CS-OTC Associate, you will manage orders for a range of products including publications, journals, and books. You will oversee the ordering processes to ensure successful and on-time delivery. This role offers opportunities to learn, develop, and create complex reports for sharing insights and knowledge.

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.

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.

Work in a Way that Works for You

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for You

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
● Comprehensive Health Insurance: Covers you, your immediate family, and parents.
● Enhanced Health Insurance Options: Competitive rates negotiated by the company.
● Group Life Insurance: Ensuring financial security for your loved ones.
● Group Accident Insurance: Extra protection for accidental death and permanent disablement.
● Flexible Working Arrangement: Achieve a harmonious work-life balance.
● Employee Assistance Program: Access support for personal and work-related challenges.
● Medical Screening: Your well-being is a top priority.
● Modern Family Benefits: Maternity, paternity, and adoption support.
● Long-Service Awards: Recognizing dedication and commitment.
● New Baby Gift: Celebrating the joy of parenthood.
● Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
● Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
● Free Transport pick up and drop from the home -office - home (applies in Chennai)

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

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Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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