McGraw Hill
Back Office Customer Service Associate
🇮🇳 Noida, Uttar Pradesh
🕑 Full-Time
💰 TBD
💻 Customer Support
🗓️ January 3rd, 2026
Edtech.com's Summary
- Process credits for physical returns according to company return policies.
- Use Salesforce.com and Oracle tools to research and update customer accounts accurately.
- Organize and merge digital images from distribution centers and customers to create credits.
- Review system error messages to validate customer credits across various policies.
- Create accounts, notify customers about licensing availability, and update contracts to activate orders for invoicing.
- Key digital images of customer orders and analyze on-hold orders to ensure proper processing.
- Perform quality reviews on new orders to identify and resolve errors, reporting trends to leadership.
- Work schedule is 6:30 PM to 3:00 AM IST, adjusting to 5:30 PM to 2:00 AM IST during US daylight savings time.
- Candidate should have at least 1 year experience in contact center, operations, back-office, or US customer service environment.
- Strong Microsoft Office skills required; knowledge of Salesforce, Oracle, or Smartsheet is advantageous.
- Bachelor's degree in related field or equivalent experience required; experience in publishing is a plus.
- Prefer candidates living within 25 km of Noida office, with up to 40 km considered as exception.
- Competitive salary, one meal per night, free transport, and achievable bonus offered.
Back Office Customer Service Associate Full Description
Overview
Build the Future
Our vision is to unlock the potential of each learner at every stage of life. We have a very successful and customer-centric operational team here at McGraw Hill, and we are now seeking a dedicated, hard-working, and diligent Back-Office Customer Service Associate for our Noida office. This role focuses on supporting and enhancing the customer experience for our US business.
How can you make an impact?
As our new Back-Office Customer Service Associate, you are responsible for a variety of back-office tasks that includes processing physical return/refunds, account maintenance, order management, and provisioning digital licenses into proper accounts
- This role requires working 6:30 PM - 3:00 AM IST, with flexibility to adjust to 5:30 PM - 2:00 AM ISTduring U.S. daylight savings time.
- Ideal candidates will reside within 25 kmof the office location in Noida. If suitable candidates are not found within this range, we may consider those within 40 km as an exception.
What you will be doing:
- Research and process credits for physical returns sent to the distribution centers adhering to the return policies put in place.
- Utilize tools such as Salesforce.com and Oracle to locate customer information to assist with researching to accurately provide a credit to the customer's account.
- Sort and organize digital images provided by the distribution center and customer with the ability to merge documents together to create one credit.
- Review system generated error messages to determine credit for the customer across various return policies and procedures
- Creating accounts and triggering notification to customers on the availability of licensing. Updating contracts with end-user information and start dates to activate orders for invoicing.
- Key digital image of customer orders and samples into Oracle, analyze orders which is on-hold to determine next steps to process the order through completion.
- Perform a quality review of new orders being keyed, looking for errors, resolving issues and reporting trends to leadership.
We're looking for someone with:
- A minimum of 1 years' experience in a contact center, operations, Back-office, US customer service environment.
- Excellent Microsoft Office skills.
- Salesforce, Oracle, or Smartsheet knowledge. This is not essential but would be advantageous.
- Bachelor's degree in related field or equivalent experience.
- Experience working in a publishing company is a plus.
Why work for us?
There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will be able to own your growth and develop as we do!
You will be rewarded with a competitive salary, one meal each night, free transport, and an achievable bonus coupled with the opportunity to join a very successful team that focuses on making a difference.
Similar Jobs
Customer Service Operations Support Administrator
Pearson
🇮🇳 Hybrid - Noida, Uttar Pradesh
Customer Service Entry Specialist
Curriculum Associates
🇮🇳 Bangalore, Karnataka
Customer Service Operations Support Administrator
Pearson
🇺🇸 Hybrid - Raleigh, NC
Customer Service Operations Support Administrator
Pearson
🇺🇸 Hybrid - Durham, NC
Customer Service Assistant, Student Accounts
University at Buffalo
🇺🇸 Buffalo, NY
