Job Title:  Customer Strategy & Design | Customer Service Representative | Team Lead

Customer Strategy & Design | Customer Service Representative | 

Your potential, unleashed.

India’s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realise your potential amongst cutting edge leaders, and organisations shaping the future of the region, and indeed, the world beyond.

At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters.

What impact will you make?

Every day, your work will make an impact that matters, while you thrive in a dynamic culture of inclusion, collaboration and high performance. As the undisputed leader in professional services, Deloitte is where you’ll find unrivaled opportunities to succeed and realize your full potential

Deloitte is where you’ll find unrivaled opportunities to succeed and realize your full potential.

The Team
 

Deloitte Digital has created a new model for a new age: the creative digital consultancy. We're transforming the digital journey in a way an agency or traditional consultancy alone cannot–now leaders across their entire organization can come to one place to have their ambitions brought to life. We combined the creative and digital capabilities of our studios and the broad reach of an advertising agency with the technical experience, deep business strategy, and relationships of one of the world's largest consultancy to create something that is so much more than the sum of its parts. We can help you imagine bigger and scale as your business grows. Learn more about Digital
 

Location and way of working - Hyderabad

Work you’ll do

Roles and Responsibilities

• Answers daily customer correspondence via telephone, email from international customers. Provides order assistance and product information.
• Assists customers daily with the full order cycle, from quote and order entry into the ERP system to fulfillment.
• Creates and sends Pro-Forma Invoices, quotes prices, and advises customers of product availability.
• Meet daily targets of Order, Query and Quotes as assigned by CS Leadership.
• Works with Distribution to coordinate the movement of products and shipments.
• Investigates and resolves problems and complaints of varying complexity regarding fulfillment (claims, lost shipments, back-orders, as well as erroneous, damaged, or lost shipments).
• Handle Quotes/Orders with Special Importing Requirements
• Build sustainable relationship of trust through open and interactive communications.
• Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with them.
• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Documents customer feedback and complaints regularly as Service Requests in Oracle ERP system so that issues can be analyzed and resolved.
• Identify and communicate trends that impact the customer experience in their day-to-day operations with Customer Service Management.
• Conduct & participate in handover sessions for colleagues from next shift.
• Maintain updated knowledge of all company products and services to provide adequate education to customers.
• Contribute towards creation of Customer Service Training Documents.
• Support with User acceptance testing (UAT) for new features/changes
• Assist Team Management with initiatives and projects as required.
• Assists customers with Webstore registration and order issues/questions.
• Helps translate and/or review translated documents.
• Performs other related duties as assigned.

Basic Qualifications

• Bachelors in science, arts, commerce etc.
• Minimum of three (3) years customer service, order processing or related experience.
• Fluency in English required.
• An equivalent combination of experience and education may substitute.
• Proficient use of Microsoft products (Excel, Word, Outlook).
• Able to work flexible hours when needed.
• Call center experience consumer or B2B customers.
• Typing speed should be minimum 70 words per minute.

Preferred Qualifications

• Oracle ERP knowledge is desirable but not required.
• Salesforce (CRM) is preferred.
• Familiarity with Ariba or other EDI processes is desirable but not required.
• Strong focus and proven ability to foster a great customer experience.
• Exceptional Customer Service skills.
• Exceptional multi-tasking ability while handling large volume of work with firm deadlines.
• Excellent organization skills, problem solving skills, and attention to detail required.
• Excellent time management and effective decision- making skills.
• Excellent communication skills (written and oral)
• Previous experience and proven track record for managing a high volume of email and phone calls.
• Strong telephone skills, typing ability, accurate data entry skills.
• Ability to work in a fast-paced environment.
• Able to establish and nurture relationships with individuals of varying backgrounds.
• Maintains composure and enthusiasm in stressful situations.
• Exceptional team skills.
• Must be able to work independently and in a team environment and to escalate issues as appropriate.
• Prior experience in Pharma/Life Sciences/Chemicals/ Analytical Instrumentation would be preferable.

How you’ll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help build world-class skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Centre.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Our purpose                                                                                                                

Deloitte is led by a purpose: To make an impact that matters.

Every day, Deloitte people are making a real impact in the places they live and work. We pride ourselves on doing not only what is good for clients, but also what is good for our people and the

Communities in which we live and work—always striving to be an organization that is held up as a role model of quality, integrity, and positive change. Learn more about Deloitte's impact on the world

Recruiter tips

We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you’re applying to. Check out recruiting tips from Deloitte professionals.