Salary: Dependent on Skills and Experience
Division: Group Operations
Department: Business Partnering
About the Role
Introduction
This role offers an opportunity to work at the heart of customer experience, managing high-value and specialized sales orders while building long-term customer relationships. It is ideal for professionals who enjoy problem-solving, proactive engagement, and delivering premium customer service.
The role represents a positive career move for individuals already working in customer service operations, allowing them to handle complex queries, work closely with cross-functional teams, and contribute directly to service quality, process improvement, and customer satisfaction.
The position is highly engaging, involving exposure to multiple business processes, CRM platforms, internal systems, and ongoing projects and initiatives that support business growth and operational excellence.
Opportunity
* Delivering exceptional customer support through efficient order processing, enquiry handling, and complaint resolution across multiple channels.
* Managing high-value and specialized sales orders with a strong focus on accuracy and turnaround time.
* Strengthening relationships with key customers through proactive engagement, premium service delivery, and regular feedback collection.
* Conducting monthly meetings with A-category customers to capture and share Voice of the Customer (VOC).
* Conducting proactive customer health check calls twice a year and sharing MIS with stakeholders.
* Supporting the transition of large accounts to MYOUP and providing training and ongoing support on the platform.
* Handling Level 2 customer complaints and complex enquiries, ensuring timely resolution and meeting defined turnaround timelines.
* Achieving 95% complaint closure within defined TAT and ensuring 100% close-looping by calling customers post resolution.
* Processing sales orders, sales returns, gratis orders, and other order types within defined TAT and accuracy standards.
* Reviewing backorders weekly and proactively communicating with customers on order status.
* Managing a designated enquiry mailbox for a specific region and ensuring responses to all emails within 48 hours.
* Handling inbound helpline calls in a timely manner while ensuring SLA compliance.
* Supporting and implementing new business processes and contributing to projects and new initiatives (such as Cloudtail, COCOBLU, POD).
* Maintaining accurate MIS, sharing reports and trackers within defined timelines, and highlighting trends.
* Managing weekly backorders and ensuring order amendments are completed within one working day.
Impact of the role
This role directly impacts customer satisfaction, service quality, and operational efficiency. By ensuring accurate order processing, effective complaint resolution, and proactive customer engagement, the role strengthens customer relationships and contributes to the overall performance and reputation of OUP.
About You
* Bachelor’s degree in any discipline.
* Minimum of 2 years of experience in customer service operations.
* Strong interpersonal and communication skills (verbal and written).
* Strong customer service orientation with experience in enquiry handling.
* Experience in complaint redressal, close-looping, and TAT-based resolution tracking.
* Ability to manage multiple communication channels including email and inbound calls.
* Strong coordination skills to work effectively with internal teams and external stakeholders.
* Educational background in Business Administration, Communications, or related fields.
* Certifications in customer service, CRM systems, or communication skills.
* Familiarity with CRM tools and ticketing systems such as Salesforce, Freshdesk, or Zoho.
* Experience in coaching or mentoring new team members on business processes.
* Willingness to learn new processes and contribute to project-based initiatives.
Queries
Please contact shariq.anwar@oup.com with any queries relating to this role.
We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.
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