Packt Publishing Opening for FreshersFreshers IT Job Opening at Packt Publishing
Experience:
0 - 1 Years
Location:
Mumbai
Compensation:
There is unlimited potential for high performing and ambitious individuals to build a varied and challenging career with us.
Education:
UG - B.A - Any Specialization,B.B.A - Management,B.Com - Commerce,B.Sc - Any Specialization,BCA - Computers,Other Graduate - Any Specialization PG - Post Graduation Not Required
Industry Type:
Publishing
Role:
Fresher
Functional Area:
IT-Other
Posted Date:
14 Oct
Job Description
The Customer Relations Executive (CRE) is responsible for the smooth operation of our relationships with customers, both trade customers as well as consumers. 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. 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 by the business, or to enable their career growth.
Duties will include (but are not limited to)
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 by the business, or to enable their career growth.
Duties will include (but are not limited to)
Keywords: fresher, Customer Relations, mumbai, IT, Back office, email
Desired Candidate Profile
Level One Job Outline
• Reply to customer queries by e-mail
• Research customer complaints and take necessary measures to reduce them.
• Prepare various reports including the report on customer complaints and action taken to resolve them.
• Co-ordinate with various teams within the company to ensure customers queries are addressed.
• Collect and analyze customer satisfaction results using SurveyMonkey.
• Handle month end procedures and deal with exceptions.
• Process all orders placed by retail and trade customers.
• Upload all sales on our sales database.
• Trade account related activities like placing e-mail and fax orders, issuing invoices, preparing account statements, credit notes, pro-forma invoices, chasing defaulting customers for payment.
• Handle returns
• Co-ordinate with our printers.
• Preparing and updating scorecards
• Handling price change for book/eBook
• Preparing and updating the guidelines for various CR processes.
• Work with rest of the team on projects
• Analyze the customer satisfaction results and update the questions as per the business requirement.
• Suggest new ideas which have the potential to benefit the project/business.
• Analyze existing processes and suggest ways to improve them.
• Monitor the effectiveness of the promotions being run by the CR team.
• Work with the IT team to develop better features and services for our customers on our website.
• Reply to customer queries by e-mail
• Research customer complaints and take necessary measures to reduce them.
• Prepare various reports including the report on customer complaints and action taken to resolve them.
• Co-ordinate with various teams within the company to ensure customers queries are addressed.
• Collect and analyze customer satisfaction results using SurveyMonkey.
• Handle month end procedures and deal with exceptions.
• Process all orders placed by retail and trade customers.
• Upload all sales on our sales database.
• Trade account related activities like placing e-mail and fax orders, issuing invoices, preparing account statements, credit notes, pro-forma invoices, chasing defaulting customers for payment.
• Handle returns
• Co-ordinate with our printers.
• Preparing and updating scorecards
• Handling price change for book/eBook
• Preparing and updating the guidelines for various CR processes.
• Work with rest of the team on projects
• Analyze the customer satisfaction results and update the questions as per the business requirement.
• Suggest new ideas which have the potential to benefit the project/business.
• Analyze existing processes and suggest ways to improve them.
• Monitor the effectiveness of the promotions being run by the CR team.
• Work with the IT team to develop better features and services for our customers on our website.
Level Two Job Outline
When the candidate has proved that they are capable of fulfilling all duties above at level one, he/she may be promoted to Level Two. The job role will expand so that the candidate spends more time on high end activities.
Person Specification
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. Candidate 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. Candidate 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 co-operation 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 candidate may represent Packt to trade customers worldwide.
Customer Service:
Relationship building is a key skill, and combines a pro active problem solving approach to issues with a genuine desire to serve customers and help them.
Training ability:
Absolutely vital. Candidate 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.
Role specific skills:
Attention to detail. Candidate 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 business or sales experience. However this is not essential as full training will be given.
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. Candidate 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. Candidate 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 co-operation 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 candidate may represent Packt to trade customers worldwide.
Customer Service:
Relationship building is a key skill, and combines a pro active problem solving approach to issues with a genuine desire to serve customers and help them.
Training ability:
Absolutely vital. Candidate 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.
Role specific skills:
Attention to detail. Candidate 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 business or sales experience. However this is not essential as full training will be given.
Company Profile
Packt is a fast growing international IT book publishing company based in Birmingham, UK and Mumbai, India. We are at the cutting edge of innovation in publishing with a unique strategy of publishing highly focused books on new and ground breaking technologies.
Contact Details
Company Name:
Packt Publishing Pvt. Ltd.
Website:
Executive Name:
Miss Josephine D’Souza
Address:
Packt Publishing Pvt Ltd
107 Marol Co-Op Industrial Estate Andheri-Kurla
Road, Saki Naka
MUMBAI,Maharashtra,India 400059
107 Marol Co-Op Industrial Estate Andheri-Kurla
Road, Saki Naka
MUMBAI,Maharashtra,India 400059
Email Address:
Telephone:
022-66987683-84
Reference ID:
CRE_0911
How to Apply
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