Specialist – CST Case Team

Recruitment Procedure

Methodology

Selection

Understanding Requirement

The Process…

Inputs taken from Prateek Haralalka; Brenton

Leavers; Rahul Prasad.

Prepared JD & JR as per the requirement of the

department.

Map relevant organizations for

prospective candidates.

Understanding Requirement…

Process Explanation:The case team – specialist is also referred as “BETA” team.The team generally try to minimize the loss in cases of:1. Return due to damaged product.2. Wrong item delivered to the customer.3. Item delivered at the wrong address.4. Item not received or partially received.

Responsibilities: Calculation of product cost, shipping cost and then negotiate on

returns or offer the customer appropriate refunds and minimize the loss.

Remove negative feedbacks from the market places by understanding reason for negative feedback or offering them partial refunds.

Detailed Discussion with Prateek Haralalka…

Working Screen…

MPS i.e. Market place

software used by the case

team – specialist to read the

emails or the action taken on

the particular case on left hand

side bottom.

On the bottom right side there

are three tabs Closure

request, Follow up &

Comments to be used

according to the status of the

case.

The thread tab gives us

various information of

vendors , thread starting date,

market place, sales order total.

The order detail tab gives us

further information on product

cost, carrier information.

Shipping cost and etc.

Responsibilities :

1. Responsible to close cases asap.

2. Solve customer issues with positive rating.

3. Cost effectiveness (minimize the loss).

Skills Required:

4. Excellent in verbal & written English.

5. Accent would be an added advantage.

Deliverables:

6. Low RMA loss percentage.

7. Optimum the closure time of the cases.

Detailed Discussion with Rahul Prasad…

Responsibilities:1. Provide a friendly, efficient and professional customer service experience over the phone and via Email.2. Deal with and respond to all customer contacts received by Phone and via email in a professional manner within agreed service levels.3. Investigate customer issues with Vendors and carriers to a satisfactory conclusion.4. Ensure that issues are resolved both promptly and thoroughly.5. Thoroughly and efficiently gather customer information, needs and educate the customer where applicable to prevent the need for return and document all interactions using the system provided

Person Requirements:1. Highly developed sense of integrity and commitment to customer satisfaction.2. Demonstrated passion for excellence with respect to treating and caring for customers.3. Ability to communicate clearly and professionally, both verbally and in writing.4. Is able to handle complaints and unpleasant customers5. Strong decision making and analytical skills.6. Willingness to work flexible schedule and occasional overtime when needed.7. Process strong work ethic and team player mentality.8. Work well under pressure and to tight deadlines, prioritizing task in terms of importance/ urgency

Detailed Discussion with Brenton Leavers…

Return of Products:- Incase the customer wants to return any product, he has to bear the shipping charges and the restocking fee of 15%. Customer pays return shipping only when the return is on account of buyer’s remorse, and not damages or defects. Also, we charge restocking only when the sales value of an order is over $50.

Damaged Products:-. The first approach to a ‘Damage’ related issue is to offer a partial refund to the customer, and get him/her to keep the item. Simultaneously, we try to have the vendor reimburse us. This helps resolve issues fast and all parties are better off. In case the customer does not want a partial refund, but a refund/replacement instead, the entire approach depends on whether our shipping account was used for the shipment, or the vendor’s.

Remove Negative/Neutral feedback from Market Places:- Incase any negative/Neutral feedback is sent by the customer, case team would resolve the issues in a mutual beneficial way by talking to the customers and understanding their requirements.

Summary of Case Studies…

General Summary:- Case team specialist is responsible for handling all the return’s/ refunds/

replacements/ queries made by customer. Initiate and implement corrective action as needed in order to ensure that an

excellent standard of service and a high level of customer satisfaction is maintained.

Resolve all issues promptly , thoroughly and in a cost effective manner.

Specialist-Case Team…

Answer all customer emails/cases which have been assigned to the particular team member.

Answer all escalated calls . Write to vendors as and when required for each and every case. Call up customers & vendors as and when appropriate to resolve issues

faster. Call up shipping carriers/related third parties as and when required to resolve

issues faster. Ensure that no email is pending to be answered on any marketplace. Comply with established internal procedure.

Core Functions…

Effectively communicate with the rest of the team to quickly resolve customer issues.

Thoroughly and efficiently gather customer information. Educate the customer when required to prevent the need for return Documenting all interactions using the system provided.

Returns/Refunds/Replacements: Coordination with NYO for return items. Timely return of the items to the appropriate vendors. Following up with vendors for credit/refund. Follow SOP’s for refunds to the customer.

Core Functions…

Low RMA loss percentage. Optimum closure time of cases. Customer Satisfaction.

The Output…

Should have good communication Skills-Verbal and Written. Good Negotiation skills. Should be Computer Savvy. Should be Internet Friendly. Highly developed sense of integrity and commitment to customer satisfaction. Demonstrated passion for excellence with respect to treating and caring for

customers. Ability to handle complaints and unpleasant customers. Strong analytical skills. Willingness to work in flexible schedule and occasional overtime when

needed. Posses strong work ethic and team player mentality. Work well under pressure and tight deadlines, prioritizing task in terms of

importance/ urgency.

Expertise Recommended…

Shift Timing :- Any Shift of 10hrs between 4:30pm – 5:30 am as per the requirement. (EST,

MST, PST). 8 weekly off’s every month. No issues during extended hours/nights/holidays/weekends.

Experience:- 3-4 yrs experience in handling customers and escalated calls. Experience in dealing with US customers.

Educational Requirement:- Graduate (10+2+2/3).

Other Detail’s…

HSBC Wipro OPT

Mapping Relevant Organizations…

NAME LAST DRAWN CTC

Years of Experience

AVERAGE SALARY IN HSBC ( in lacs per annum)

Ayush Gupta 300000 6+ =(300000+350000+347288)/3

=997288/3

=332429

Clement Rahul Rodrick

350000 4+

A. Prakash Rao 347288 5+

HSBC Payroll structure

NAME LAST DRAWN CTC

Years of Experience

AVERAGE SALARY IN OPT ( in lacs per annum)

Rahul Srivastava

223000 5+ =(2.23+2.28+2.3+2.2)/4 = 9.01/4 = 2.25

ChunSen Chung

228000 6+

Christopher Evers

230000 8+

Amit Sharma 220000 6+

On Process Technology

Sourcing of prospective candidates

Short listing based on

discussions with

candidate

Present profiles of shortlisted candidates to

the management.

Methodology…

Sourcing Strategy…

Short listing based on discussions with candidate…

Discussion on:- Tell me about your last or current position — what did you like and what you

didn’t like?[helps us to understand his positive and grey areas]. How do you respond when you don’t know the answer to a question?[helps

us to understand his ability to deal with difficult situation]. The customer is saying you’re taking too long to solve the issue, what do you

do?[helps to understand his ability to take decision on the very next step he takes after\or in the call].

Short listing Criteria:- Candidates prior experience of handling US customers. Candidates verbal and written communication skills. Tests Scores: At Par or Above Average. Reason to join us. Flexible at work timing. Stability.

Present Shortlisted profiles to the management…

Offer Roll Out

Interview with manage

ment

Final recommendatio

n of 3-5 candidates with

detailed assessment and

skill set mapping.

In-Depth Interview

with candidate.

Selection…

Conclusion…

Recruitment Process

Recruitment process is all about understanding the requirement and widening the gene pool or attracting more applicants in to the hopper.

The diagram will give you a brief idea of the process which is being followed by most of the enterprises.

Priyanka Agarwal

Thank You