Director at Nirvana Associates
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Email Support Role (1-10 yrs)
- Replying to e-mail queries, requests, concerns, and Google Play Store reviews on behalf of Company.
- Call customer as per the process as and when required.
- Ensuring quality responses to all queries and complaints; maintaining and adhering to quality standards as per laid down SOPs.
- Acknowledging and resolving customer complaints on priority.
- Following first time right approach in providing accurate resolution and reducing re-open cases.
- Maintaining the first response time within defined SLAs for Email and Social Media tickets.
- Ensuring customer satisfaction on responses and limiting dissatisfaction.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Communicating and coordinating with colleagues, as necessary.
- Knowing Company products inside and out so that you can answer questions.
- To manage social media (Facebook, Twitter, Instagram) and App queries as per the SLAs.
- To manage all daily tasks and duties related to the process with strict compliance to guidelines.
- Be flexible as per the business requirement subject to over time during offs, festivals and 24/7 shift
Skills/Qualifications required
- Graduation / bachelor's degree is required
- Excellent written and verbal skills.
- Strong customer service skills and a demonstrated ability to take initiative and be professionally persistent.
- Working knowledge of CRM tools would be an added advantage.
- Must possess ability to navigate multiple systems at once and multi-task.
- A minimum one-year experience in Customer Support.
- Profile required with proficiency in written as well as verbal communication.
- Must be Customer centric.
- Extreme dedication, sincerity, and willingness to go the extra mile.
- Good knowledge of basic computer skills.
- Desire to work in a fast-paced, challenging environment.
- Experience with e-commerce, retail, advertising, or media would be an advantage.
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