Customer Excellence Associate

4 weeks ago

Bengaluru, India John Meridian Full time

The responsibility of your work would include:

- Creating Tickets
- Generating daily tasks and SLA report
- Highlighting key issues to the Team Leader.
- Analyzing repeated issues and reporting the same to Team Leader.
- Processing refunds and compensations as per the metrics.
- Meeting KPI (Key Performance Indicator)
- Resolving issues within SLA
- Customer retention.
- Handle different types of disputes.
- Following SOP and ensuring that other teams are following their SOP.
- Conduct investigations to determine the root cause of the issue and record it.
- Identifying process gap with the internal team and escalating it to Team Leader.
- Willing to take additional responsibility.
- Analayze the escalation/Complaint trend and report it to the Team Leader.
- Serve as the primary point of contact for customers with complex issues that require escalation
- Handle customer inquiries and complaints, providing resolution in a timely and professional manner
- Maintain up-to-date knowledge of company products, services, and policies
- Escalate customer issues to the appropriate department or team member, following established protocols and generate tickets.
- Keep detailed records of customer interactions, documenting all correspondence and actions taken in tickets
- Monitor customer satisfaction levels and identify areas of improvement
- Generate reports on customer escalations, trends, and root causes
- Make recommendations to Team Leader and HOD on process improvements
- Assist other departments with special projects as needed
- Perform other duties as assigned
- Exceptional written and verbal communication skills
- Ability to stay calm under pressure and maintain a positive attitude
- Excellent problem-solving skills
- Strong time-management and organizational skills

**Job Types**: Full-time, Regular / Permanent

Pay: ₹15,358.59 - ₹20,760.17 per month

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Flexible shift

Supplemental pay types:

- Performance bonus

**Language**:

- English (required)

**Speak with the employer**
+91 9108827033

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