Customer Success Specialist - OTC

What's The Role

This role may involve some or all the responsibilities listed below, depending on operational needs. The businesses supported include, but are not limited to, Global Commercial, Commercial Fleet, and Retail sectors. The role encompasses servicing all customer tiers, including Key Accounts and Platinum Customers, with a primary focus on managing inbound calls, emails, and chat.

What You Will Be Doing

Order Management:

• Place and amend orders, liaising with fuels & lubricants supply chain & credit service partners as required.
• Manage delivery of orders – take ownership of delivery status enquiries and troubleshooting; proactively track and update Business Partners as required
• Handle and resolve all queries from Customers.
• Schedule standard and non-standard orders
• Process Returned Product
  
  

• Block Order Management – Monitor open orders, review order status and action blocked orders.
• Handle basic Customer credit enquiries on cash allocation and debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash, and non-cash security handling.
  
  

• Own the end-to-end Disputes process, which includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with Customer on case outcome and confirm closure of case.
  
  

• Manage Customer complaints, feedback, and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.
• Manage and monitor Retailer/Distributor/Reseller complaints through to resolution.
• Ensure ordering issues are visible and managed in accordance to service level agreement.
  
  

• Support and proactively encourage uptake and utilisation of online services.
• Act as first level support for system interface errors.
• Assist in online services setup for system-to-system setup with existing Customers.
• Work with Customer IT teams to resolve issues and manage internal processes.
  
  

• Build strong relationship and deliver effective e2e analysis with Leadership/all key stakeholders.
• Drive Continuous Improvement Culture, identify, align and implement improvement initiatives with all key stakeholders.
  
  

• Ideal candidates are passionate about customer service or customer experience with 2 years of working experience
• Any Bachelor's Degree or equivalent
• Proficient in Hindi and English language is mandatory
• Can join immediately