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This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Representative – Customer Services based in India.
This role is central to delivering high-quality customer support across subscription, order processing, and inquiry management workflows within a global publishing environment. You will play a key part in ensuring that customer interactions are handled efficiently, accurately, and with a strong focus on service excellence.
The position involves working across multiple communication channels including email, phone, and chat, ensuring timely resolution of customer queries in line with SLAs.
You will contribute directly to customer satisfaction, retention, and operational efficiency by maintaining high standards of accuracy and responsiveness.
The environment is collaborative, structured, and quality-driven, with strong emphasis on continuous improvement and process consistency.
You will also support reporting, documentation, and cross-functional initiatives aimed at improving service delivery.
Overall, this is a great opportunity for someone passionate about customer experience and operational excellence in a knowledge-driven organization.
Accountabilities:
- Process customer orders, subscriptions, and service requests with high accuracy and efficiency across electronic and manual systems
- Handle customer inquiries through phone, email, and chat channels while maintaining a professional and empathetic approach
- Ensure timely resolution of customer issues in alignment with defined service level agreements (SLAs)
- Deliver a high-quality customer experience through clear communication, active listening, and solution-oriented support
- Manage claims and ensure proper tracking, documentation, and resolution of customer cases
- Maintain strong working knowledge of internal systems, tools, and operational processes
- Prepare daily productivity reports and maintain accurate operational records and documentation
- Contribute to process improvement initiatives and support standardization of workflows
- Ensure compliance with internal policies, procedures, and quality standards in all customer interactions
- Support cross-functional service delivery initiatives to enhance overall customer experience
Requirements:
- 2–4 years of experience in customer service, operations, or support roles
- Bachelor’s degree in any discipline
- Strong verbal and written communication skills with a customer-focused mindset
- Ability to handle multiple customer queries while maintaining accuracy and attention to detail
- Proficiency in MS Office tools, especially Excel, for reporting and data handling
- Strong problem-solving and analytical skills with a proactive approach to issue resolution
- Familiarity with customer service platforms and operational systems is an advantage
- High adaptability and ability to work in a fast-paced, structured environment
- Strong organizational and time management skills with the ability to meet deadlines
- Team-oriented mindset with a willingness to support cross-functional initiatives
Benefits:
- Hybrid working arrangement based in Dehradun, India
- Opportunity to work in a global, knowledge-driven publishing environment
- Exposure to international customer service operations and structured workflows
- Career development opportunities within a growing global organization
- Inclusive and supportive work culture focused on collaboration and learning
- Structured processes and clear performance frameworks
- Opportunity to contribute to meaningful improvements in customer experience.
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