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Email Process Associate

1 month ago

Gurugram Haryana, India Times Internet Full time

**JOB DESCRIPTION**:
"About Times Internet

At Times Internet, we build premium digital products that simplify and enhance the everyday lives of people.

We are India’s largest digital products company with a presence in a wide range of categories across news, entertainment, marketplaces and transactions.

Many of our products are market leaders & iconic brands in their own right. TOI, ET, Indiatimes, NBT, ET Money, TechGig, Cricbuzz, among others, are products that bring you closer to your interests and aspirations. We are excited by new possibilities and look forward to bringing new products, ideas and technologies that help people make the most of every day.

Build a career of purpose & passion with Times Internet."

"About the Business Unit

Members get exclusive access to 25+ subscriptions and 40+ curated benefits from leading brands across Entertainment, Shopping, Essentials, Health & Fitness, Content, Dining, Travel, and a lot more.

Times Prime members also get VIP access to Exclusive premiers, Concerts, Stand Up Shows etc.

30+ leading players have partnered with Times Prime for customer gratification, acquisition, and other endeavors. Our clients include CitiBank, HDFC, Kotak Mahindra, IDFC First, Amazon, Tata Cliq, Samsung, Xiaomi, Flipkart, Myntra and many more.

Job Summary

The agent will be responsible for maintaining a high level of customer satisfaction through timely and accurate responses, problem-solving, and empathetic communication.

Key Responsibilities

2. Address customer inquiries, complaints, and requests effectively, providing accurate information and appropriate solutions.

3. Utilize company knowledge base and resources to provide accurate and consistent information to customers.

4. Identify and escalate urgent issues or complex cases to the appropriate teams or supervisors.

5. Maintain detailed and accurate records of customer interactions and transactions.

7. Collaborate with cross-functional teams to resolve customer issues that require input from other departments.

8. Keep up-to-date with product knowledge, company policies, and industry trends to provide informed responses.

9. Provide excellent customer service by showing empathy, active listening, and understanding of customers' needs.

10. Assist in identifying areas for process improvement and contribute to enhancing overall customer support operations.

11. Meet individual and team performance metrics, including response time, resolution time, and customer satisfaction targets.

1. Graduation & Above

3. Proficiency in written communication with excellent grammar, spelling, and attention to detail.

4. Strong problem-solving skills to assess customer issues and provide appropriate solutions.

5. Ability to remain calm and composed when dealing with challenging customer situations.

7. Adaptability to changing processes, tools, and technologies.

8. Excellent time management skills to handle multiple inquiries simultaneously.

9. Team player with good interpersonal skills.

10. Basic understanding of the company's products, services, and industry.

11. Ability to maintain a positive and customer-centric attitude.

Department: Customer Support

Location: Work From Office, Gurgaon

Working Hours: 9:00 AM To 6:00 PM

Working Days: 7 days a week

Week Off: Rotational basis