Farnell

Farnell, an Avnet company, is a global high-service distributor of technology products, services and solutions for electronic system design, maintenance and repair.

Job Summary:

Responds to customer inquiries, expedites critical orders, communicates dispositions, researches and resolves issues, and researches orders.

Role - Senior CSE – Customer Service

Business Function - Sales and Marketing

Department - Sales

Reports to - Team Leader

Location - Bangalore BCC

1. Nature and Purpose

The Senior Customer Service Executive (Senior CSE) is responsible for delivering high-quality customer service across inbound calls, offline email, and chat channels within the Bangalore BCC. The role supports the Team Leader in coaching and developing Customer Service Executives, ensuring efficient handling of customer inquiries, accurate order processing, and a consistent customer experience.

The Senior CSE supports the day-to-day operations of the team, helps resolve complex customer issues, identifies process improvements, and contributes to customer retention, sales growth, and operational excellence.

2. Accountabilities with Key Outcomes

1. Customer Service Excellence

• Handle inbound, unassigned customer service calls, emails, and chat inquiries professionally and efficiently.
• Manage customer requests relating to order status, invoice queries, returns, expedites, stock availability, and other service-related matters.
• Deliver a positive customer experience through timely, accurate, and effective resolution of inquiries.
• Promote first-contact resolution and ensure customer expectations are managed appropriately.

Key outcome: Consistently high-quality customer interactions, improved first-contact resolution, and positive customer satisfaction.

2. Coaching and Development

• Support the Team Leader in coaching and developing Customer Service Executives.
• Provide regular guidance, feedback, and on-the-job support to improve individual and team performance.
• Identify knowledge gaps and support training initiatives to strengthen product, process, and system knowledge.
• Share best practices and encourage a culture of continuous learning and accountability.

Key outcome: Improved employee capability, service quality, and team performance.

3. Service Level and Operational Performance

• Support the Team Leader in maintaining agreed service levels across inbound calls, email, and chat operations.
• Monitor and manage workload, availability, response times, and process turnaround times.
• Ensure compliance with operational KPIs, including call handling, abandonment rates, order entry accuracy, and customer service satisfaction.
• Assist in identifying operational bottlenecks and taking timely corrective action.

Key outcome: Consistent achievement of service levels, improved productivity, and effective use of available resources.

4. Quality and Process Compliance

• Coach and guide team members to achieve agreed call and interaction quality standards.
• Conduct or support quality reviews and provide constructive feedback.
• Ensure adherence to approved customer service processes, policies, and procedures.
• Identify recurring errors and support corrective and preventive actions.

Key outcome: Improved interaction quality, process accuracy, and compliance with service standards.

5. Sales and Customer Retention Support

• Support customer retention through effective service delivery and timely resolution of customer concerns.
• Identify appropriate sales and service opportunities during customer interactions.
• Support order placement, stock checks, returns, and other customer service processes while considering customer needs and business objectives.
• Apply relevant pricing, discounting, and customer service policies appropriately.

Key outcome: Improved customer retention, service-led sales opportunities, and accurate execution of customer transactions.

6. Process Improvement and Operational Efficiency

• Identify opportunities to improve customer service processes, workflows, and team productivity.
• Recommend and support the implementation of process improvements and automation opportunities.
• Collaborate with relevant teams to resolve operational challenges and improve customer outcomes.
• Share insights and recommendations with the Team Leader and management.

Key outcome: More efficient processes, reduced errors, and improved operational performance.

7. Performance and Team Support

• Support the Team Leader in monitoring individual and team performance against agreed targets.
• Provide timely feedback and guidance to employees who require additional support.
• Assist with workload planning, task allocation, and prioritisation to meet operational requirements.
• Support the management of escalated customer and operational issues.

Key outcome: Improved team accountability, balanced workloads, and timely resolution of performance or service challenges.

8. Reporting and Stakeholder Collaboration

• Maintain accurate records of customer interactions, operational issues, and service activities.
• Prepare or support regular performance updates and highlight risks, delays, and improvement opportunities.
• Collaborate with Sales, Operations, Finance, IT, and other relevant teams to resolve customer issues.
• Ensure important customer and operational information is communicated promptly to the Team Leader.

Key outcome: Effective communication, timely escalation, and informed operational decision-making.

3. Knowledge, Skills and Experience

Essential Requirements

• Minimum 3 years of experience in customer service, contact centre operations, sales support, or a related field.
• Demonstrated experience in handling customer inquiries across phone, email, and chat channels.
• Strong customer service, communication, and problem-solving skills.
• Good understanding of order management, customer service processes, and issue resolution.
• Ability to coach, guide, and support colleagues in a team environment.
• Strong knowledge of computer systems and customer service applications.
• Ability to manage multiple priorities and work effectively under pressure.
• Strong attention to detail and commitment to order accuracy.
• Ability to interpret performance data and identify opportunities for improvement.
• Awareness and understanding of cross-cultural differences when supporting customers across APAC.

Desirable Requirements

• Experience in a contact centre or business customer care environment.
• Experience in an e-commerce or sales support operation.
• Knowledge of electronic components distribution or a similar industry.
• Experience with CRM, ERP, order management, or contact centre systems.
• Experience in quality monitoring, process improvement, or operational reporting.
• College degree or diploma in Business Administration, Customer Service, Sales, or a related field.

4. Job Impact and Influence Measures

The Senior CSE contributes directly to customer satisfaction, operational efficiency, and business performance by:

• Supporting the delivery of first-contact resolution for inbound and unassigned customer service inquiries.
• Ensuring customer requests, including orders, returns, stock checks, and service queries, are handled accurately and efficiently.
• Supporting the Team Leader in achieving agreed service levels, productivity, quality, and customer satisfaction targets.
• Helping maximise sales opportunities and strengthen customer retention through effective service.
• Providing coaching, guidance, and knowledge support to team members.
• Identifying and escalating service risks, customer concerns, and operational challenges.
• Supporting the implementation of process improvements that enhance efficiency and customer experience.
• Collaborating with internal stakeholders to ensure timely resolution of customer issues.

5. Decision-Making Authority

The Senior CSE is expected to:

• Make day-to-day decisions within approved customer service policies, procedures, and delegated authority.
• Prioritise customer inquiries and operational tasks based on urgency, customer impact, and service requirements.
• Resolve routine customer issues and service requests within agreed guidelines.
• Escalate complex customer complaints, operational risks, and policy exceptions to the Team Leader.
• Recommend improvements to processes and workflows to increase efficiency and service quality.
• Provide feedback and coaching to colleagues within the scope of the role.
• Support the Team Leader in monitoring service performance and identifying corrective actions.
• Participate in the recruitment, onboarding, and training of new team members when required.

The role does not hold independent authority for employee disciplinary action, recruitment decisions, budget approvals, or policy exceptions unless specifically delegated by management.

6. Working Conditions

• The role is based in the Bangalore BCC and may require working in shifts to support APAC customer service operations.
• The role involves regular use of computers, telephony systems, email, chat platforms, and customer service applications.
• The role requires effective communication with customers and internal stakeholders across different countries and time zones.
• The role may require working during weekends or public holidays in line with business requirements and approved staffing arrangements.

7. Manager Accountabilities

The Senior CSE is expected to demonstrate the following behaviours and responsibilities in line with company policies and management expectations.

Ensuring Compliance

• Comply with the PF Code of Conduct and all applicable company policies, procedures, laws, and regulations.
• Follow approved customer service, data protection, information security, and operational processes.
• Ensure customer and company information is handled responsibly and confidentially.
• Raise compliance concerns or operational risks promptly.

Understanding the Bigger Picture

• Understand the organisation’s business objectives and how customer service contributes to customer satisfaction, retention, and business performance.
• Demonstrate ownership of customer issues and operational responsibilities.
• Maintain a positive, respectful, and inclusive working environment.
• Support colleagues and contribute to team success.

Optimising Performance and Development

• Take responsibility for personal performance and continuous development.
• Support the Team Leader in coaching, knowledge sharing, and developing team capabilities.
• Provide constructive feedback and share best practices.
• Demonstrate accountability, professionalism, and a commitment to service excellence.
• Embrace organisational change and support the implementation of new processes and systems.

Managing Resources and Delivering Results

• Use company resources responsibly and efficiently.
• Support the effective allocation and prioritisation of daily operational tasks.
• Contribute to the achievement of team service levels, quality, productivity, and customer satisfaction targets.
• Identify opportunities to improve efficiency and reduce operational waste.
• Ensure decisions and recommendations align with company policies and business objectives.

8. Core Competencies

• Customer focus
• Communication and interpersonal skills
• Problem-solving and decision-making
• Coaching and knowledge sharing
• Operational discipline
• Teamwork and collaboration
• Adaptability and continuous improvement
• Accountability and ownership
• Attention to detail
• Cross-cultural awareness

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.