Achilles Information Limited

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Customer Data Controller

Customer Data Controller

ID 
2017-3660
Job Location (Ubicación del puesto) 
IN-Gundavali, Andheri East Mumbai
Posted Date (Fecha de publicación) 
13/9/2017
Maximum Salary (Salario máximo) 
Negoitable
Commission (Comisiones) 
..
Bonus 
Yes
Car Allowance (Asignación de vehículo) 
..
Other Benefits (Otros beneficios) 
..

More information about this vacancy (Mas información sobre esta vacante)

Overview (Información general)

 

As a Customer Data Controller, you will be responsible for converting prospects or leads into customers joining our Community services, invoicing and collecting fees and managing the customer through the appropriate pre-qualification process. This includes assisting with questionnaire completion, updates, audit scheduling and administration where necessary.

The successful candidate will be working within a small and supportive team that has recently been reorganised to recognise changed market conditions and customer expectations. Therefore, good interpersonal skills along with enthusiasm and team working are essential.


 

Responsibilities (Responsabilidades)

 Key responsibilities

  • To act as first point of contact and handle general, product and process specific queries from suppliers, buyers, auditors and other Achilles team members; re-directing specific queries to the appropriate people or teams within the other Achilles business sectors where necessary.
  • Identifying customer problems/issues and resolving or escalating to appropriate personnel using internal call management system.
  •  Following up database mail shots by telephone to establish sales leads.
  • Calling through warm sales leads and following the cycle through to pre-qualification completion.
  • Increase participation by suppliers through encouraging use of the scheme features.
  • Follow-up and processing of invoices and payments.
  • Retention of existing suppliers.
  • Making outgoing calls on a daily basis in relation to progressing customer data from application to full registration
  • Guiding and assisting the supplier to correctly complete the Pre-Qualification Questionnaire within the published SLA’s relating to days to complete, number of re-submissions and time in queue
  • Conduct tasks to Quality check submissions (by exception) received from suppliers and maintain Data Integrity.
  • Scheduling audits and tracking progress ensuring correct handover of activities between teams and departments.
  •  Responding to incoming calls in a timely fashion.
  • Maintaining an accurate and up to date call log of all customer communication using in-house applications.
  •  Reporting on daily activities as requested.
  •  Meet individual PPI’s and revenue targets whilst contributing to the overall team performance
  • Maintain and contribute to the improvement of the customer Net Promotor Score
  •  To contribute to the enhancement of the customer service process.
  •  Attending regular team meetings to discuss issues and suggestions

Qualifications (Cualificaciones)

 

Knowledge and previous experience

  • Experience of telephone sales is beneficial, however this position will suit anybody with a good telephone manner
  • Working knowledge of MS office, including Word Outlook, Excel, Access Power Point and the Internet
  • Advanced administrative and customer care experience, ideally within medium to large organizations
  •  Understanding of Audit processes
  •  Ability to work using own initiative and without direct supervision
  •  Confident communicator and team player
  • Confident in dealing with very senior people in various organizations

Person Specification

Achilles provides an excellent opportunity for a career within a flexible and friendly working environment. Managing the competing requirements of resource and customer expectations is an essential skill. You should be able to manage multiple tasks, whilst maintaining a consistent, high quality service.

Good interpersonal skills along with enthusiasm are essential. The ability to work on your own initiative and as an integral part of a small team is critical. You should enjoy dealing with customers and seek to provide a consistently high quality of service.

The work involves accuracy and close attention to detail, requiring good administrative and organizational skills. It will be important to demonstrate sound time management and planning while remaining flexible in approach. Working to deadlines is important and the environment can be pressurized at times.

The post-holder should be of smart appearance with an excellent telephone manner and have the ability to negotiate using a friendly professional approach.

 

Options (Opciones)

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