JAIRUS SINGH

CCO at E-soft

• India - Lucknow
• February 2011 to October 2011

E-soft work experience.


WAS WORKING AS A (CCO) CUSTOMER CARE OFFICER, TAKING CARE OF 5 PROCESS.

1) ADMIN PROCESS.
2) CUSTOMER RESPONSE NECESSARY.
3) BACK UP ORDERS.
4) BEING PROCESS, CUSTOMER SERVICE.
5) OTRS PROCESS.


ADMIND PROCESS: ALL THE ORDERS HISTORY OF ACE HARDWARE WERE STORE IN ADMIN PROCESS. ANY CUSTOMER CALL FOR ANY ORDER INQUERY ALL I NEED IS HIS/HER ORDER#
WHICH HELPS ME TO RESOLVE HIS QUERY.

CUSTOMER RESPONSE NECESSARY: IF ANY ORDER GOING THROUGH ANY SORT OF PROBLEM LIKE, ADDRESS NOT VERIFEID, CREDIT CARD PAYMENT, OR ITEM OUT OF STOCK, IN SUCH CASE I WAS SUPPOSE TO CONTACT THE CUTOMER TO VERIFY THE CORRECTION.

BACK UP ORDERS: IF THE ITEM IS OUT OF STOCK AND WE ARE NOT ABLE TO DELIVER THE PACKAGE ON TIME, I WAS NEED TO CALL THE CUSTOMER AND INFORM HIM ABOUT THE ITEM OT IN STOCK, AND AKS HE/SHE IF THEY CAN HOLD FOR THE ITEM TO BE IN STOCK, IN CASES LIKE THIS WE PUT THE ITEM IN BACK ORDER AND AS SOON AS THE ITEM IS BACK IN STOCK WE SHIP THE ITEM TO CUSTOMER.

BEING PROCESS, CUSTOMER SERVICE: IF ANY BULK ORDER NOT IS TAKEN AND THE ORDER QUANTITY IS NOT IN STOCK OR SHORTAGE OF STOCK. I NEED TO CALL THE VENDOR TO FULL FILL THE ORDER AND DROP SHIP IT TO THE CUSTOMER. MAIN REASON FOR THE PROCESS IT TO KNOW IF THE ORDER TAKEN FROM THE VENDOR IS IN LOSS OR IN PROFIT, IF WE ARE IN LOSS WE CANCELL THE ORDER.

OTRS PROCESS: (OTRS) Open-source Ticket Request System. ANOTHER WAY TO CONTACT THE CUSTOMER THROUGH MAILS, ANY COMPLIANS WE GET WAS THROUGH OTRS, AND OUR RESPONSE TO CUSTOMER WAS (ASAP) AND SATISFYING. IN A DAY I USE TO GET MORE THAN 70 MAIL BASED ON DIFFERENT ISSUES, WHICH WERE SUPPOSE TO BE SOLVED BY THE END OF THE DAY WITH POSSITIVE FEEDBACK F THE CUSTOMER.

JOINING DATE: 22/FEB/2011

LAST DATE OF WORK: 3/OCT/2011.

JOINED THE COMPANY IN 28/DEC/2010 TILL 21/FEB/2011 WAS UNDER TRAINING TO UNDERSTAND THE WHOLE PROCESS OF “ ACE HARDWARE” CUSTOMER SERVICE.