Customer Service Executive

4 weeks ago

Mumbai, Maharashtra, India Jsw Steel Full time
Job Description

Customer Service Associate Description: Dedicated to providing exceptional customer experiences. We are looking for a proactive and empathetic Customer Service Associate to join our team. This role involves reaching out to customers to enhance their experience and gather valuable feedback regarding their purchase experience. The role is target associated and involves high level of flexibility & accountability.

Key Responsibilities:

- Out calling to Customers: Proactively contact customers to encourage participation in Net Promoter Score (NPS) surveys through Ozonetel
- Feedback Collection: Engage with customers to gather detailed feedback on their recent order and delivery experiences. Key metric is to be able to drive NPS response rate target and collect & analyse purchase experience for top 50 customers.
- Customer Interaction: Understand customer expectations and identify areas for improvement, followed by detailed documentation
- Data Analysis: Record and analyze customer feedback to provide actionable insights to the management team.
- Issue Resolution: Address any complaint raised by the customer and route it to the right team for further resolution.
- Relationship Building: Build and maintain positive relationships with customers to enhance their overall experience with our brand.
- Reporting: Prepare and present regular reports on customer feedback and NPS response rates. Qualifications:
- Experience: a. Previous experience in outbound customer service or a related field is preferred. b. Knowledge of industry-specific regulations and compliance standards. c. Familiarity with telephone etiquette and call centre procedures. d. Bachelor's degree in business or relevant work experience
- Communication Skills: Excellent verbal and written communication skills.
- Empathy: Strong ability to empathize with customers and understand their needs.
- Problem-Solving: Effective problem-solving skills and the ability to think on your feet.
- Attention to Detail: High attention to detail and accuracy in recording customer feedback.
- Tech-Savvy: Proficiency in using customer service software and tools.
- Team Player: Ability to work well in a team environment and collaborate with other departments.
- Language preference: Ability to speak multiple languages is a plus. Must know all or at least one of the mentioned regional languages along with Hindi & English. [Tamil, Telegu, Marathi, Gujrati, Hindi, English, Kannada] Note: The responsibilities and qualifications outlined above are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities and qualifications required of employees assigned to this role.

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