Customer service associate

About us:  

Burgundy Brand Collective is one of India's fastest-growing specialty retail companies with stores in 9 cities. The company partners with best-in-class international luxury brands to offer Indians a window to the finest food and lifestyle themes from across the world. Our brand portfolio includes Royce’ Chocolate- a premium Japanese confectionery brand, Onitsuka Tiger - a leading Japanese fashion and lifestyle brand, Provenance Gifts – a marketplace for curated gourmet gifts and Ligne Roset – a luxury French contemporary furniture brand. The plan is to aggressively (yet astutely) scale out a portfolio of international brands pan-India. 

Customer Experience Executive (Chat & Email)

Location: Prabhadevi, Mumbai

Job Description

• Respond promptly and professionally to customer inquiries received through email, social media and chat platforms

• Provide accurate information and support to customers, addressing their concerns and resolving any issues

• Maintain a high level of customer satisfaction by delivering exceptional service and exceeding customer expectations

• Ensure timely and effective follow-up on customer queries and escalations to ensure satisfactory resolution

• Maintain a thorough understanding of company products, services, policies, and procedures to provide accurate and up-to-date information to customers

• Collaborate with internal teams to resolve customer issues and improve overall customer experience

• Meet or exceed productivity and quality standards set for the role

• Maintain customer data and records accurately in the designated systems.

Qualifications & Requirements

• Graduate degree

• Candidate should have 0.6 Months - 3 years of experience in a similar role

• Strong written communication skills, including proper grammar, punctuation, and attention to detail

• Previous experience in customer service or a similar role is preferred

• Proficiency in typing with a high level of accuracy and speed

• Ability to multi-task and effectively manage time in a fast-paced environment

• Good problem-solving skills and the ability to think critically

• Excellent interpersonal skills with a customer-centric approach

• Proficiency in using computers and knowledge of email and chat platforms

Reporting Manager: COO

• Ability to effectively partner with senior business leaders
• Understanding and awareness of latest talent acquisition trends and growth hacks that are relevant to multiple functions suitable for immediate hiring needs.
• Technology first and enterprise company background and understanding.
• Collaborative attitude and proactive approach in driving stakeholder team/s.
• Hands-on experience of owning up and driving immediate hiring needs of the company.
• Demonstrating ownership & accountability, long term thinking, planning & prioritizing.
• Strong negotiation skills and career guidance to the incoming talent
• Strong communication skills - Business communication , verbal and written.

• Build a Talent acquisition philosophy in order to solve for recruitment strategically and for rapid implementations in achieving recruitment needs across the organisation and global locations.
• Provide professional expertise and support in the design, development and implementation of the talent acquisition process that is required to achieve business goals and results in the creation of a right talent benchmark and establish right models to create active and proactive talent pipeline for the companies quarterly hiring goals .
• Source and engage with leadership and senior level talent for the open roles of the company
• Set up proactive talent acquisition and candidate experience management processes.
• Collaborate with leaders to get the right visibility in the talent forums in India and outside.
• Collect, analyze and maintain data gathered to inform targeted talent pool across all levels and functions
• Partner across all functions & businesses across to build various recruitment practices for diverse teams within .
• Be a go-to leader and SME’ for the leadership team for all recruitment related aspects.
• Proactively manage “Time - Quality - Cost” metric for TA to set right TA practices for the company
• Handle end to end recruitment across all functions
• Establish scalable recruitment systems, processes and tools for the company
• Build and execute the talent branding activities with short term and long term goals in mind.
• Work with senior leadership for hiring planning and spearhead the execution

• Having managed recruitment of a rapid growing tech organizations
• Managed small size global recruitment teams earlier (at least for 2-3 yrs of leading team)
• 10-12 yrs of relevant talent acquisition experience
• Having worked in tech and business recruitment in needs
• Having experience in spearheading recruitment function in a product company from 30-150 people

• EE Functional Knowledge and experience in QAD Implementation
• EE Customization experience
• ICT experience
• EDI Experience (Good to have)
• Qxtend handling experience ( Good to have)
• Knowledge of Automotive / FMCG / Medical Devices / Industrial Manufacturing domains
• Good oral and written communication

• Demand planning
• Create the vendor funnel of ATL & BTL marketing agencies
• Procure to pay process management and ensuring compliance with process KPIs
• Order scheduling and expediting
• Work closely with suppliers to ensure effective support
• Supervising goods/service receipt and cycle count process at the office to ensure timely receiving of goods
• Support and coordinate with the various departments particularly with accounts with ease
• Handle internal audits
• MIS preparation

Reporting and Business Intelligence

Minimum of 8 to 10 years of experience in Report building and Business Intelligence with

Profound knowledge on Oracle BI Publisher and BI Analytics with Oracle Fusion HCM domain especially in Core HR, Payroll and Absences modules

Primary skill:

• Experience generating BI publisher reports, dashboards and drill-down reports
• BI Publisher (RTF design/ eText/ Scheduling/ Parameter Handling/Bursting/backup and migration of reports to different pods)
• Design Oracle BI Publisher Data Models, Data sets and Templates/sub-templates
• Strong PL/SQL and Advanced PL/SQL experience
• Solid understanding of performance tuning best practices and experience improving end-to-end processing times
• Knowledge on the data models related to Fusion HCM (Core HR, Absence and Payroll modules)

Nice to have skills:

• Experience generating BI publisher reports, dashboards and drill-down reports
• Strong OBI Administrator activity
• Create mobile applications with Oracle Business Intelligence Mobile App Designer
• Use BI Mobile to access BI Content
• Create and modify Interactive Dashboards
• Knowledge of additional reporting tools viz. HCM Extract / OTBI / Analysis Dashboard would be an added advantage

Behavioural and Process Skills

• Experience working in Agile teams
• Self-motivated and self-directed abilities to prioritize and execute tasks in a high-pressure environment with "time-critical" deadlines
• Proven analytical, evaluative, and problem-solving abilities
• Possesses a team and customer service provision orientation