Executive Customer Service

Executive Customer Service
Location: Chennai, TN, IN
Salary: Dependent on Skills Experience
Division: Group Operations
Department: Business Partnering
About the Role Introduction
This role is an excellent entry point for individuals looking to build a strong foundation in customer service operations. It offers hands-on experience in enquiry handling, order processing, and complaint management while working closely with internal teams to ensure timely and accurate service delivery.
It is a positive opportunity for professionals who are already in customer-facing or support roles and are seeking a structured environment with defined processes, clear service standards, and learning opportunities. The role supports continuous skill development and exposure to multiple operational workflows.
The position is engaging due to its interaction with customers across calls and emails, involvement in order processing systems, and collaboration with Sales, Operations, and Warehouse teams. Shift-based working also provides flexibility aligned with business needs.
Day-to-day responsibilities
Day-to-day responsibilities include:
Responding to Level 1 customer enquiries via calls and emails on the enquiry and order platform within defined timelines.
Aiming to resolve 60% of enquiries at first contact within 8 working hours.
Allocating complex enquiries (Level 2) and orders to the correct resolution buckets for faster closure.
Resolving Level 1 enquiries, which are typically generic or straightforward requests and orders.
Responding to Level 1 customer complaints and allocating Level 2 complaints to the appropriate resolution teams.
Supporting achievement of 95% Level 1 complaint closures within the defined TAT.
Communicating with customers in a timely, polite, and professional manner during complaint handling.
Processing customer orders accurately and within defined turnaround times.
Managing different order types including sales orders, sales returns, gratis orders, and other orders with defined accuracy and TAT benchmarks.
Conducting weekly reviews of backorders and proactively communicating with customers where required.
Taking initiative in learning new processes, tasks, and skills as part of self-development.
Identifying learning needs with the Team Manager and working towards skill enhancement.
Maintaining daily MIS reports accurately and submitting them within defined timelines.
Completing allocated order amendments within one working day.
Working in shifts as required to meet business requirements.
Impact of the role
This role plays a key part in ensuring smooth frontline customer interactions, accurate order processing, and first-level complaint resolution. By delivering prompt and accurate support, the role contributes directly to customer satisfaction, operational efficiency, and service reliability across OUP's customer base.
About You
Essential Criteria
Bachelor's degree in any discipline.
Good interpersonal and communication skills (verbal and written).
Ability to handle customer queries, complaints, and feedback with empathy and professionalism.
Knowledge of basic complaint redressal workflows and TAT-based resolution tracking.
Comfortable handling inbound calls and helpline support.
Strong team working skills and eagerness to learn new skills.
Working knowledge of MS Office Suite with good command of Excel.
Desirable Criteria
Internship experience or a minimum of 6 months experience in a customer service or support role.
Job Category: Support Operations
Role: Customer Service
Industry Type: Printing & Publishing
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Customer Success, Service & Operations - Other

UG: Any Graduate
PG: Any Postgraduate