Associate escalations-Chat support

3 weeks ago

Gurgaon, India Jadite - Let's Recruit ! Full time
Role: Associate, Customer Experience (Escalations)Base Location: Gurugram, IndiaFreshers with good communication skills can also apply

Role DescriptionOur e-commerce client organization is seeking an Associate, Customer Experience (Escalations) to join their dynamic team. In this role, you'll handle customer escalations received from different sources.

Your key responsibilities will include:

Leading the resolution service issues and priority escalations from identified sources● Researching, analyzing and resolving customer issues in an accurate and timely manner by using appropriate tools and resources to assess situations and provide resolutions, while maintaining ownership of the issue.● Researching and analyzing data from various sources and tools● Assisting in the development, testing, and communication of operational policies and procedures● Establishing and maintaining positive working relationships with agents, peers, management, corporate, network, co-workers, and partners.● Maintaining flexibility in approach to ensure established/evolving service levels are achieved at all times● Understanding and empathizing with customer issues, and providing a satisfactory resolution/response● Ensuring confidentiality of customer data and other duties and projects as assigned

You are the right fit if you:

Have customer-centric attributes and are E-commerce-focused with the ability to work effectively and professionally with both internal and external customers.● Have experience and proficiency in payment processing and reconciliation systems and tools● Have the ability to perform tasks requiring negotiating, persuading or communicating with the customers and partners.● Are good at analysing situations and be able to mitigate risk through your analysis.● Demonstrate strong research skills in all lines of business.● Are able to work in a high pressure environment; managing pressure in a professional manner and without disruption to the operation, employees, or customers.● Are skilled in fair and impartial judgment.● Posses strong verbal and written communication skills to assess customer needs and adjust communication style accordingly.● Possess excellent interpersonal skills with the ability to positively influence others.● Have strong technical skills and computer knowledge, including all Microsoft Office programs (Advance Excel) and Hands-on experience in leveraging data analytics to problem-solving.● Are able to effectively multi-task and follow-through in a timely manner and are able to adapt well to change

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