Excellent Communication Skills Required

2 weeks ago

Mount Abu, Rajasthan, India beBeeCustomerService Full time ₹ 72,00,000
Customer Service Representative

We are seeking an experienced Customer Service Representative to join our team. This is an exciting opportunity for someone who is passionate about delivering best-in-class customer service.

The ideal candidate will have a minimum of 3 years experience in handling customer complaints by phone, email and live chat in a fast-paced environment. They will be confident in their ability to provide solutions, escalating where required, and have excellent time-management skills and an ability to manage their own workload.

As part of our customer support team, you will manage any escalated queries from our customers regarding our service and will liaise with our partners to provide a solution - monitoring the customers' complaint from start to finish to ensure it is resolved in a timely manner.

Responsibilities
  • Resolving escalated customer queries / complaints (UK customers)
  • Liaising with our UK garage partners to agree a solution and monitoring the complaint progress to ensure agreed actions are completed in a timely manner
  • Aiming to resolve complaints as quickly as possible, you'll work towards agreed SLAs (service level agreements) in relation to the amount of time it takes us to respond to customers, garages and the time to close the complaint once resolved
  • Monitoring trends in complaints and working with the customer service team lead to ensure repeated complaints are reduced as much as possible, by considering root causes and providing suggestions for improvement on process where applicable
  • Assisting the customer service team in handling general customer queries (aside from complaints) where necessary – by managing incoming calls, emails and live chat requests
  • Access and manage all active and closed complaints.
  • Serve as the first point of contact for customer escalations.
  • Handle critical queue emails, which are usually new complaints needing immediate attention.
  • Track and report complaint trends to the manager each week.
  • Create action plans to reduce complaints and develop new processes to minimize them.
  • Report garage and driver escalations.
  • Reply to reviews and investigate low NPS.
  • Help to supervise the team in the absence of a manager.

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