Customer Support Voice

Job details
Job Type
Full-time

Full Job Description

People are at the heart of our strategy

A family-owned Group, Roquette offers a positive and attractive work and career environment, in which everyone can learn, develop, contribute to the overall company performance and be recognized for doing so.

Job Description

Reporting Line : Customer Care Team leader

Scope: India – Key Customers.

Location: India- Mumbai

Proposition Purpose: In connection with the “Offer to Cash” process, working in coordination with the Customer Care team located in India as well as with agents and distributors, the mission involves processing customer contracts & follow up on orders and enhancing customer experience by providing quick and accurate responses.

Key accountabilities:
• To lead and improvise the cluster for differentiated service to the key customers::
• Management of OTC Process and analyzing the orders for key customers to ensure service levels and agreed rate & creating visibility
• Highlighting and aligning the gaps to the key stakeholders and working out plan for bridging the gap
• Timely invoice submission in line with customer’s requirement and collections
• Periodic customer reviews and maintaining relations with key customers
• Keeping close communication with customers in the event of any difficulties: unavailable products; delivery delays; additional costs associated with the delivery in order to be transferred to the customers.
• Receive, register, follow-up on customer complaints and ensuring closure of actions till end to avoid recurrence of similar instances and highlighting it at right levels
• Provide answers to customers’ queries within the agreed deadline
• Seeking customer feedback from key stakeholders on satisfaction level periodically and aligning actions with backend team.

Key competencies: Agile; Right level of aggression to bring the VOC to the backend stakeholders; team player, Sense of priority; rigorous and organized; Good knowledge of Roquette IS; English fluent (written / oral). Good knowledge of Roquette & internal processes. Strong communication skills; detail oriented

Roquette provides numerous career opportunities, thanks to the diversity of its jobs and their international dimension.

Joining Roquette means joining dynamic teams ambitious for success.

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