Executive

Nokia — Pune, Maharashtra, India

Key Responsibilities: 1. Order Processing & General Customer Inquiries • Process and verify customer orders to ensure accuracy and timely fulfillment. • Address inquiries related to orders not received, including investigating delivery delays or missing items. • Handle issues regarding returns that have not been credited, including coordinating with relevant teams to ensure timely resolution. • Resolve general customer inquiries regarding product availability, pricing, and order status. • Communicate with logistics and warehouse teams to ensure smooth processing of orders and deliveries. 2. Store Queries (Next Stores) • Address queries from Next stores regarding deliveries of customer parcels, ensuring timely and accurate dispatch of items. • Assist stores with stock checks to confirm inventory levels and resolve discrepancies between online stock and in-store stock. • Liaise with relevant teams to facilitate product availability and deliveries to stores. 3. International Customer Support (Multilingual) • Handle inquiries from international customers regarding orders not received, tracking information, and returns. • Provide order tracking information and resolve issues with international deliveries, including liaising with couriers and customs services. • Manage return processes for international customers, ensuring they receive timely updates and solutions. • Provide support in multiple languages (English, German, Mandarin, and Arabic) to address diverse customer needs. • Ensure that international customers receive exceptional service and all queries are resolved in a timely manner. 4. Administrative Tasks • Adjust and update customer accounts as necessary, including resolving billing issues, updating contact details, and processing refunds. • Assist in sending mass customer communications, such as promotional emails, order updates, and return instructions. • Maintain accurate and up-to-date records of customer interactions in the CRM system. • Collaborate with cr

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