Elsevier, part of RELX, is hiring for the position of CS OTC Associate in Chennai, Tamil Nadu. This full-time opportunity is suitable for candidates with 0–2 years of experience, preferably in operations, customer service, or customer-facing roles.

The position focuses on Customer Service and Order to Cash (OTC) operations, order management, customer query resolution, operational reporting, and process improvement. Candidates should have good communication skills, proficiency in Microsoft Excel, and a willingness to work in shifts.

Job Details

Position: CS OTC Associate

The CS OTC Associate will manage orders from internal customers across a range of products, particularly books, while supporting customer service and order-to-cash operations.

The role also involves preparing operational reports, analyzing data, identifying trends and anomalies, resolving escalations, and coordinating with internal teams to ensure timely order processing and customer satisfaction.

Key Responsibilities

• Generate and maintain daily, weekly, and monthly operational and performance reports.
• Analyze reporting outcomes, identify issues, and follow up with relevant teams for resolution.
• Share status updates and summarized reports with team leaders and stakeholders.
• Process assigned orders and emails within agreed turnaround times (TAT) and quality standards.
• Respond professionally to customer queries by phone and email.
• Follow standard operating procedures (SOPs) and process requirements.
• Conduct root cause analysis (RCA) for team escalations and support appropriate corrective and preventive actions (CAPAs).
• Maintain end-to-end process knowledge and support continuous improvement.
• Complete assigned application User Acceptance Testing (UAT) activities within scheduled timelines.
• Support quality audits when required.
• Assist the Account Manager with sales-related processes.

Eligibility and Qualifications

Candidates interested in the Elsevier CS OTC Associate job should meet the following requirements:

• 0–2 years of professional experience, preferably in operations.
• Experience in customer service or a customer-facing role.
• Willingness to work in shifts.
• Basic understanding of operational reporting and the ability to identify and escalate trends.
• Ability to manage multiple priorities in a changing administrative environment.
• Ability to collaborate effectively within a team and a matrix organisation.

Required Skills

• Microsoft Excel: Familiarity with filters, pivot tables, and basic formulas.
• Customer service: Professional handling of customer queries by phone and email.
• Operational reporting: Preparing reports and identifying performance trends.
• Problem-solving: Resolving issues using established solutions.
• Communication: Fluency in written and spoken English.
• Process compliance: Following SOPs, quality standards, and agreed turnaround times.
• Teamwork: Collaborating with internal teams, stakeholders, and account managers.
• Analytical thinking: Supporting root cause analysis and process improvement.

Shift Timings and Work Arrangement

The job description lists the following shift timings:

• 9:00 AM to 6:00 PM
• 2:00 PM to 11:00 PM

Elsevier also describes flexible working arrangements, including working remotely from home or from the office in a flexible hybrid pattern.

Salary and Benefits

The job description lists the following benefits:

• Comprehensive health insurance covering employees, immediate family, and parents.
• Enhanced health insurance options.
• Group life and accident insurance.
• Flexible working arrangements.
• Employee Assistance Program.
• Medical screening.
• Maternity, paternity, and adoption support.
• Long-service awards and a new baby gift.
• Subsidised meals in Chennai.
• Paid time off, including casual leave, sick leave, privilege leave, compassionate leave, special sick leave, and gazetted public holidays.
• Free home-to-office-to-home transport in Chennai.

The company also offers wellbeing initiatives, study assistance, shared parental leave, and sabbaticals.

How to Apply

Application Link