- Making calls to the customer to understand and resolve the issues (cases received via email)

- Excellent Email writing skills

- Maintaining a record of Customer information and correct tagging to be done in CRM

- Be responsible to deliver a high quality, customer-driven, support service resolving customer inquiries at the first point of contact wherever possible.

- Deliver First Incident Resolution by handling customer requests and resolving customer issues as often as possible during the first contact

- Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer.

- Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.

- Should have a proactive approach and can think out of the box to help customers.

- Need to collaborate with PAN India cross functional teams to resolve the customer concern

- Capturing VOCs to identify the continuous improvement opportunities

The candidate will be measured primarily against these metrics (but not limited to):

C-SAT, First-time resolution rate and first response/resolution time, Repeat, Quality Score, Productivity, Tagging accuracy, Productivity, Any behavior/Non- compliance

Required Experience/Other details: 

- Minimum 1 year of experience in a blended process, the candidate should have worked in email and voice process in any e-commerce company.

- Open for rotational week offs

- Shift window- 6AM to 11 PM

- Should be able to understand the customers- account ledgers (Commerce background preferred but not mandatory)

- Previous experience of collaborating with multiple departments to resolve CX concerns is preferred.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.