Title:  Executive - Customer Care - FLB

About Us

Tata International Limited is a leading trading and distribution company that has served the industry for over six decades, exemplifying its core values of Pioneering, Integrity, Excellence, Unity and Responsibility. We have our footprints in over 29 countries across the globe operating in diversified verticals from trading and distribution to manufacturing and retail, which offers our employees a dynamic environment rich in opportunities. Guided by the common threads of Tata Code of Conduct, we foster a collaborative and inclusive work environment that encourages personal and professional growth thus laying a strong foundation for creating a world-class organization where employees are respected and motivated to contribute to sustainable development.

Job Purpose

Responsible for serving customers (both international and domestic) by providing product and service information, handling customer queries/complaints/issues and resolving problem within the SLAs

Key Responsibilities

• Understand the customer feedback/queries and provide after sales support with proper communication and documentation
• Responsible for handling domestic and international customer queries, issues, complaints and feedbacks in the best interest of both customer and company
• Address and register the complaint and direct it to the concerned department like - logistics, export, production, sales & marketing for closure of complaint as per agreed SLA and to ensure rich customer experience
• Thoroughly and efficiently gather customer information, access and fulfil customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking
• Maintain a balance between company policy and customer benefit in decision making
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
• Conduct reviews on complaints with respective functions, publish MOM and ensure timely closure i.e. to communicate clearly and professionally (both verbally and in writing), liability of respective departments
• Weekly resolution dashboard to be shared with closure TAT vs SLA
• Customer service dashboard to be shared on as per SLA with all stakeholder and coordinate with all departments for final action plan on previous month’s issues

Supervise & authorize tasks as directed by Manager

Educational Qualifications

Bachelor degree in Commerce / Business Management

Desired Profile (Experience)

2-4 Years of experience in similar role

Industry Preference

Service / Manufacturing