Customer Relations Executive (Email and Chat process) @ Packt

Job Category:  Permanent Work  Work From Home - Full Time 

Advertised On:  3rd July 2022

Working days: 5 days/week 

Role overview: 

The Customer Relations Executive (CRE) is responsible for the smooth operation of our relationships with customers and internal staff. Packt sells its print books on a print on demand basis globally. Books are sold both directly to the end user from our website, and also to “trade” customers, defined as any customer who purchases our books at a discount to resell to their own customers. Apart from print books – Packt also sells eBooks, videos, courses, and we have our own online library which customers can subscribe to access our books and videos online. We have different online subscription plans, mainly 10-day trial, monthly, annual and 18 months. The customer relations team is growing rapidly to handle the growth in the size of the business and demand for our product.

Reporting to the Customer Relations Team Leader (CRTL), the CRE will work in a multifunctional Customer Relations team who among them manage all aspects of customer relations. Because the individual will eventually be trained in all aspects of customer relations, they will be expected to take on other duties outside their normal role when required to buy the business, or to enable their career growth.

Duties will include (but are not limited to)

Level One Job Outline:

· Reply to customer queries by e-mail and other platforms within set SLA of 24hrs

· Reply to customer queries via chats on Intercom platform within set SLA of 2hrs

· Research customer complaints and take necessary measures to reduce them

· Coordinate with various teams within the company to ensure customer’s queries are addressed

· Coordinate with our printers to ensure orders are processed smoothly

· Preparing and updating the guidelines for various CR processes

· Work with rest of the team on projects

· Suggest new ideas which have the potential to benefit the project/business

· Work on other platforms and social media queries

Requirements: 

Fit with culture/values: Packt encourages self-management and working on own initiative. However, as part of this individuals are expected to keep timely, regular and accurate records of their own performance.

This will contribute to the bonus scheme. Candidates must therefore have the ability to work without constant direction and to prioritise time and workload.

Must be prepared to work in a growing and changing environment. Many processes and procedures are in the development stage. Candidates must be flexible enough to adapt to this.

Long term commitment: We need a candidate who is prepared to commit for one year minimum.

Demographic fit: No important criteria for this post.

Teamwork ability: A very important aspect of this post is that the candidate will be working in a multi-skilled team. So, as well as becoming experienced in all aspects of their own role they will need to be trained in other aspects of customer relations too. In addition, many activities overlap with other team members. Therefore, close cooperation and collaboration is vital at all times. They must therefore be prepared to work closely as part of a team.

Communication Skills: The candidate must have very good written English because they will be responsible for promoting the values of Packt to our long term regular and valuable customers.

They must have good verbal skills in order to communicate with their team members and with senior management in the UK. Verbal skills will be increasingly in demand in Level Two, as candidates may represent Packt to trade customers worldwide.

Customer Service Skills: Relationship building is a key skill, and combines a proactive problem-solving approach to issues with a genuine desire to serve customers and help them.

Training ability: Absolutely vital. Candidates must demonstrate aptitude for training and enthusiasm and willingness to develop skills.

Flexibility: The role will involve a high degree of change as the business grows. We expect this candidate to be able to undertake a variety of different activities in the team, and that these activities will change over time. The candidate must feel comfortable with a process of continual change. They must be prepared to take on activities outside their immediate job role, from time to time, as required by the team. Since the Customer Relations team in Packt strives to provide quick

response and resolution to our customers, so to meet the required SLA – selected candidates will be expected to be flexible to work in rotational & night shifts and also on weekends.

Role specific skills: Attention to detail. Candidates will be expected to be able to manage simple accounting procedures accurately such as issuing invoices, processing payments, and to keep accurate records of procedures. Some knowledge of accounting procedures and fundamental business processes is desirable, but not necessary.

Research skills: The role will involve a certain amount of research into new areas and new markets that we as a business do not have knowledge of. The candidate must be able to demonstrate a degree of higher order thinking skills, the ability to analyse a complex set of data and business areas, and to synthesize information and draw conclusions. They must be able to work on their own initiative and manage their time and project outcomes.

Prior experience: Preference will be given to those candidates with some prior experience of working on email and chat platforms. However, this is not essential as full training will be given.

Benefits: 

Salary: INR 3.6- 4.2 LPA

You will also have access to a range of flexible benefits that are designed to help you make the most of your time with us.

Bonus scheme

5 days working

How to Apply: Click Here to Apply 

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