Company Name:Packt Publishing Pvt. Ltd.
Job Specification:The Customer Relations Executive (CRE) is responsible for the smooth operation of our relationships with customers, both trade customers as well as consumers. Packt sells its print
books on a print on demand basis globally. Books are sold both directly to the end user from our website, and also to “trade” customers, defined as any customer who purchases our books at a discount to resell to their own customers. The customer relations team is growing rapidly to handle the growth in the size of the business and demand for our product.
Reporting to the Customer Relations Team Leader (CRTL), the CRE will work in a multifunctional Customer Relations team who among them manage all aspects of customer relations. Because the individual will eventually be trained in all aspects of customer relations they will be expected to take on other duties outside their normal role when required to by the business, or to enable their career growth.
Duties will include (but are not limited to)
Level One Job Outline:
• Reply to customer queries by e-mail
• Research customer complaints and take necessary measures to reduce them.
• Prepare various reports including the report on customer complaints and action taken to resolve them.
• Co-ordinate with various teams within the company to ensure customers queries are addressed.
• Collect and analyze customer satisfaction results using SurveyMonkey.
• Handle month end procedures and deal with exceptions.
• Process all orders placed by retail and trade customers.
• Upload all sales on our sales database.
• Trade account related activities like placing e-mail and fax orders, issuing invoices, preparing account statements, credit notes, pro-forma invoices, chasing defaulting customers for payment.
• Handle returns
• Co-ordinate with our printers.
• Preparing and updating scorecards
• Handling price change for book/eBook
• Preparing and updating the guidelines for various CR processes.
• Work with rest of the team on projects
• Analyze the customer satisfaction results and update the questions as per the business requirement.
• Suggest new ideas which have the potential to benefit the project/business.
• Analyze existing processes and suggest ways to improve them.
• Monitor the effectiveness of the promotions being run by the CR team.
• Work with the IT team to develop better features and services for our customers on our website.
Level Two Job Outline:
When the candidate has proved that they are capable of fulfilling all duties above at level one, he/she may be promoted to Level Two. The job role will expand so that the candidate spends more time on high end activities.
Desired Candidate Profile
Fit with culture/values
Long term commitment
Teamwork ability
Good Communication Skills both written and verbal
Customer Service
Training ability
Flexibility
Research skills
Role specific skills
PLEASE NOTE: THIS IS NOT A CALL CENTRE JOB.
WE ARE NOT A BPO OR KPO.
THERE IS NO VOICE PROCESSING INVOLVED.
INTERESTED CANDIDATES CAN WALK IN FOR AN INTERVIEW FROM 21ST TO 27th SEPTEMBER 2011 FROM 10 AM ONWARDS UPTO 2 PM.
NO INTERVIEWS WILL BE CONDUCTED ON A SATURDAY AND SUNDAY.
PLEASE CARRY A COPY OF YOUR CV ALONG WITH YOU.
WE ARE LOOKING FOR CANDIDATES WITH GOOD COMMUNICATION SKILLS AND PREFERABLY BCOM AND BA GRADUATES.
POST GRADUATES AND MBA DEGREES NOT REQUIRED.
Company Profile:
Packt is a fast growing international IT book publishing company based in Birmingham, UK and Mumbai, India. We are at the cutting edge of innovation in publishing with a unique strategy of publishing highly focused books on new and ground breaking technologies.
Experience:0 - 1 Years
Location:Mumbai, Mumbai Suburbs
Education:UG - Any Graduate - Any Specialization,B.A - Any Specialization,B.Com - Commerce PG - Post Graduation Not Required
Role:Fresher
walkin date:21ST TO 27th SEPTEMBER 2011
timing:10 AM ONWARDS UPTO 2 PM.
address:
Executive Name:Alisha Pinto
Packt Publishing Pvt.Ltd. 107, Marol Co-op
Industrial Estate, Sagbag Lane, Off.Andheri
Kurla Road, Saki Naka,
MUMBAI,Maharashtra,India 400001
Email Address:alishap@packtpub.com
Telephone:91-22-66987683
Fresher - Packt Publishing Pvt. Ltd - Mumbai
