CS OTC Associate - 1025-CH-184 Chennai

<p></p><p></p><p></p><p><b>CS OTC Associate</b></p><p></p><p><b>Do you like to work as an integral part of the Customer Service Order to Cash department?</b></p><p><b>Would you like to provide outstanding customer experience to our internal and external customers?</b></p><p></p><p><b>About Team</b></p><p>Our Customer Success team strives to deliver high quality administrative assistance to our sales representatives and channel partners. We work collaboratively in the post sales process with our sales team and customers. We provide support and problem-solving skills to ensure our customers have an exceptional experience.</p><p></p><p><b>About the role</b></p><p>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. In addition to 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.<br /> </p><p><b>Responsibilities</b></p><ul><li><p>Generate and maintain basic operational and performance reports (daily/weekly/monthly)</p></li><li><p>Take prompt action based on report outcomes or escalations—flag issues, follow up with concerned teams, and support resolution</p></li><li><p>Share summarized updates and status reports with Team Leads and other stakeholders</p></li><li><p>Always maintain Customer experience</p></li><li><p>Ensure all the assigned activities orders / emails are processed within the agreed TAT & quality.</p></li><li><p>Respond professionally to customer queries by phone/ and e-mail using the Best Practice guidelines. </p></li><li><p>Adhering to Business/Process requirements as per SOP/Training Module.</p></li><li><p>Develop in-depth knowledge of their process/business.</p></li><li><p>Complete RCA (Root Cause Analysis) for any escalations received for team with appropriate CAPAs</p></li><li><p>Understand and have end to end process knowledge for the process.</p></li><li><p>Ensure all assigned application UATs are completed within schedule. </p></li><li><p>Ensure Quality Audited whenever required for the team.</p></li><li><p>Be the key resource and support for the Account Manager in the sales process.</p></li></ul><p></p><p></p><p><b>Requirements</b></p><ul><li><p>1 to 2 years of experience (preferably in Operations)</p></li><li><p>Willingness to work in shifts</p></li><li><p>Basic understanding of operational reporting and ability to identify and escalate trends</p></li><li><p>Have good experience in a customer service or customer-facing role.</p></li><li><p>Be a great problem solver, resolving problems using existing solutions.</p></li><li><p>Be able to adapt and flex to deliver multiple priorities in a rapidly changing administrative environment.</p></li><li><p>Proficiency in Microsoft Office, especially Excel (e.g., filters, pivot tables, basic formulas).</p></li><li><p>Be fluent in English, verbal and written and have excellent all-round communication skills.</p></li></ul><p></p><p><b>Work in a way that works for you</b><br /> </p><p>We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.<br /> </p><ul><li><p>Working remotely from home or in our office in a flexible hybrid pattern</p></li><li><p>Working flexible hours - flexing the times you work in the day</p></li></ul><p><br /><b>Working for you</b><br /> </p><p>We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:<br /> </p><ul><li><p>Comprehensive Health Insurance: Covers you, your immediate family, and parents.</p></li><li><p>Enhanced Health Insurance Options: Competitive rates negotiated by the company.</p></li><li><p>Group Life Insurance: Ensuring financial security for your loved ones.</p></li><li><p>Group Accident Insurance: Extra protection for accidental death and permanent disablement.</p></li><li><p>Flexible Working Arrangement: Achieve a harmonious work-life balance.</p></li><li><p>Employee Assistance Program: Access support for personal and work-related challenges.</p></li><li><p>Medical Screening: Your well-being is a top priority.</p></li><li><p>Modern Family Benefits: Maternity, paternity, and adoption support.</p></li><li><p>Long-Service Awards: Recognizing dedication and commitment.</p></li><li><p>New Baby Gift: Celebrating the joy of parenthood.</p></li><li><p>Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.</p></li><li><p>Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.</p></li><li><p>Free Transport pick up and drop from the home -office - home (applies in Chennai)</p></li></ul><p><br /><b>About the Business</b><br /> </p><p>A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.</p>&#xa;&#xa;&#xa;&#xa; &#xa;&#xa;&#xa; &#xa;&#xa;&#xa;&#xa;&#xa;&#xa;&#xa;&#xa;&#xa;&#xa;<p><span>We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our </span><a href='https://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforms.office.com%2Fr%2FeVgFxjLmAK&data=05%7C02%7CSharon.Martin%40lexisnexis.com%7C2104edc7df90474aaf1108dd8cccf948%7C9274ee3f94254109a27f9fb15c10675d%7C0%7C0%7C638821534169028029%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=2Dm7y%2B%2Flckb5oqa13cjE0WAV1kG%2BuqVQDi4dpvwoM5E%3D&reserved=0' target='_blank'>Applicant Request Support Form</a><span> or please contact 1-855-833-5120.</span></p><p></p><p><b><span>Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams </span></b><a href='https://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Fstories.relx.com%2Fhow-to-avoid-job-scams%2Findex.html&data=05%7C02%7CSharon.Martin%40lexisnexis.com%7C2104edc7df90474aaf1108dd8cccf948%7C9274ee3f94254109a27f9fb15c10675d%7C0%7C0%7C638821534169036749%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=bMcV1zP1yRXUuNWYwyGuPPb7lCyTuoA%2BGPT0d5MfO8I%3D&reserved=0' target='_blank'><b>here</b></a><b><span>.</span></b></p><p></p><p><span>Please read our </span><a href='https://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.relx.com%2Fcareers%2Fjoin-us%2Fprivacy&data=05%7C02%7CSharon.Martin%40lexisnexis.com%7C2104edc7df90474aaf1108dd8cccf948%7C9274ee3f94254109a27f9fb15c10675d%7C0%7C0%7C638821534169045885%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=X%2BrqkisseFh6q%2BEqRLuRvCa2dfT9Q2QeATdfGRVQxnI%3D&reserved=0' target='_blank'>Candidate Privacy Policy</a><span>.</span></p><p></p><p><span>We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.</span></p><p></p><p><b><i><span>USA Job Seekers:</span></i></b></p><p><a href='https://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eeoc.gov%2Fsites%2Fdefault%2Ffiles%2F2023-06%2F22-088_EEOC_KnowYourRights6.12.pdf&data=05%7C02%7CSharon.Martin%40lexisnexis.com%7C2104edc7df90474aaf1108dd8cccf948%7C9274ee3f94254109a27f9fb15c10675d%7C0%7C0%7C638821534169055021%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=mEoTzyFpKtgiRgZnquZyELr%2FkuMrW4%2F9zYB4HMS4hdI%3D&reserved=0' target='_blank'>EEO Know Your Rights</a><span>.</span></p><p></p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...