CS OTC Associate

About The Role

The CS & OTC Associate will manage orders for Books from internal customers. This role contributes to reporting and analytics, generating regular and ad-hoc reports to support decision-making. The associate will analyze data to identify trends, flag anomalies, and uncover opportunities for process improvements. Key responsibilities include executing ordering processes to ensure timely and successful delivery, learning, development, and creating insightful reports.

Key Responsibilities

• Generate and maintain basic operational and performance reports (daily/weekly/monthly).
• Take prompt action based on report outcomes or escalations, flagging issues, following up with concerned teams, and supporting resolution.
• Share summarized updates and status reports with Team Leads and other stakeholders.
• Maintain a high standard of Customer experience.
• Process assigned activities, orders, and emails within the agreed TAT & quality.
• Respond professionally to customer queries by phone and email using Best Practice guidelines.
• Adhere to Business/Process requirements as per SOP/Training Module.
• Develop in-depth knowledge of their process/business.
• Complete Root Cause Analysis (RCA) for escalations with appropriate CAPAs.
• Understand and possess end-to-end process knowledge.
• Ensure all assigned application UATs are completed within schedule.
• Ensure Quality Audits are completed when required.
• Act as a key resource and support for the Account Manager in the sales process.

Requirements & Tech Stack

• 0-2 years of experience (preferably in Operations).
• Willingness to work in shifts.
• Basic understanding of operational reporting and ability to identify and escalate trends.
• Good experience in a customer service or customer-facing role.
• Strong problem-solving skills, resolving issues using existing solutions.
• Ability to adapt and flex to deliver multiple priorities in a rapidly changing administrative environment.
• Proficiency in Microsoft Office, especially Excel (e.g., filters, pivot tables, basic formulas).
• Fluent in English, verbal and written, with excellent all-round communication skills.
• Ability to work as a team player and collaborate effectively within a matrix organization.
• Shift timings: 9 am - 6 pm or 2 pm - 11 pm.

Work Style

• Working remotely from home or in the office in a flexible hybrid pattern.
• Working flexible hours.