CS OTC Associate

About the Role

As a CS & OTC Associate, you will be responsible for managing orders from internal customers across a range of products (specifically Books). You will contribute to reporting and analytics efforts, generating regular and ad-hoc reports to support decision-making. You’ll analyze data to identify trends, flag anomalies, and uncover opportunities for process improvements. Your insights will help drive performance, enhance customer satisfaction, and support continuous improvement across the order management lifecycle. You will play a key role in executing ordering processes to ensure timely and successful delivery. This role offers opportunities for learning, development, and creating insightful reports to share knowledge and drive improvements.

Key Responsibilities

• Generate and maintain basic operational and performance reports (daily/weekly/monthly)
• Take prompt action based on report outcomes or escalations—flag issues, follow up with concerned teams, and support resolution
• Share summarized updates and status reports with Team Leads and other stakeholders
• Always maintain Customer experience
• Ensure all assigned activities, orders, and emails are processed within the agreed TAT & quality
• Respond professionally to customer queries by phone/email using Best Practice guidelines
• Adhere to Business/Process requirements as per SOP/Training Module
• Develop in-depth knowledge of their process/business
• Complete RCA (Root Cause Analysis) for any escalations received for the team with appropriate CAPAs
• Understand and have end-to-end process knowledge for the process
• Ensure all assigned application UATs are completed within schedule
• Ensure Quality Audited whenever required for the team
• Be the 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
• Great problem solver, resolving problems using existing solutions
• Able 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
• Able to work as a team player and collaborate effectively within a matrix organization
• Shift timings: 9 am-6 pm or 2 pm-11 pm

Qualifications

• No specific qualifications listed beyond experience and skills.