Job Title: Enterprise Customer Service 

location: Gurugram

Experience: 1+ year in international voice process

Role purpose: To offer an exceptional level of service to Onecom customers ensuring that every communication 

is both a professional and positive experience. The service must be pro-active, timely and 

informative, balancing the needs of the business and the customer.

Relationships Internal: Sales, Finance and Warehouse Teams

External: Account and Dealer Managers within networks, in addition to existing and occasionally 

prospective customers

Key Responsibilities :

• Manage a portfolio of accounts

• To provide support to our customers, the sales teams and members of your own team

• Display a polite and professional telephone manner at all times

• Liaise with business customers in resolving problems and answering queries via telephone, 

email and web chat, working to a ‘first call’ resolution target

• Attend meetings with potential and existing customers

• To play an integral part in building relationships with our customers and the key role in the 

management and retention of the customer now and in the future

• Managing relationships at all points up to Director level

• Escalation point for every eventuality – inspiring confidence in the customer as the ‘go-to’ 

contact 

• To manage and maintain bespoke and complex accounts, each with varying requirements

• Bespoke reports generated each month for selected customers

• Process management - pro-active to a very high degree, ensuring that the customer never 

has to chase us for an update on any query

Key Challenges 

• Keeping up to date with market trends and changes in the industry

• Time management – must be able to prioritise between active clients and back office 

administration

• Learning and keeping up to date with role processes and Onecom systems

• Building and managing internal relationships with other teams and departments

• Must be able to stay calm and positive when dealing with challenging customers

• Create bespoke reports for clients

Environment

• This role is office based

• Travel will be required to attend meetings at customers’ premises or other regional offices of 

Onecom in line with business needs

Core Competencies

• Excellent communication and organisational skills

• Must be able to work well under pressure and remain clam in stressful situations

• Customer focused and passionate about service

• A proactive approach

• Ability to work to strict deadlines and prioritise workload

• Attention to detail and accuracy 

• Ability to retain knowledge

• Excellent telephone manner including listening skills

• Great business sense and commercially aware of the consequences of decision making, 

striking the right balance between customer service and profit

• A confident and persuasive manner

• Strong organisational and negotiation skills 

• Strong problem-solving skills

Person Specification

• Personable, confident and strong personality

• Passionate about providing an excellent service with every customer interaction 

• Driven to go above and beyond delivering against expectations on or ahead of time

• Enjoys working with and speaking to people

• Understands how own role contributes to business objectives and internal customer 

satisfaction 

• Is able to remain calm and work well under pressure

• Keen to tackle potential problems on own initiative 

• Can communicates in an open, candid and consistent manner

• Always sees a task through to the end, ensuring full ownership going the extra mile for your 

Customer