Support Experience Expert

1 week ago

Gandhinagar, Gujarat, India beBeeCompliance Full time ₹ 7,20,000
Customer Support Specialist

Hotsourced is a rapidly expanding start-up looking for a Customer Support Specialist to oversee customer complaints in a dynamic B2C environment. This role offers the opportunity to make a significant impact and work with a talented team to deliver world-class customer experience.

The ideal candidate will have strong communication skills, be confident in relationship building, and have excellent time-management skills to resolve complex queries efficiently.

Responsibilities include resolving escalated customer queries, liaising with partners, and monitoring complaint progress to ensure timely resolutions.

Additional responsibilities include monitoring trends in complaints, working with the Customer Service Team Lead to reduce repeated complaints, and assisting the Customer Service team in handling general customer queries.

  • Resolve escalated customer queries/complaints
  • Liaise with UK garage partners to agree solutions and monitor complaint progress
  • Aim to resolve complaints quickly while meeting agreed service level agreements
  • Monitor trends in complaints and suggest process improvements
  • Assist the Customer Service team in handling general customer queries
  • Manage active and closed complaints
  • Handle critical queue emails/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
  • Report partner and driver escalations/reply to reviews/investigate low net promoter score

Requirements:

  • Passion for delivering best-in-class customer service
  • Minimum 3 years of experience in handling customer complaints by phone/email/live chat in a fast-paced environment
  • Minimum 2 years of experience working for a global company
  • Fluent written/spoken English
  • Confident in own ability to provide solutions/escalate where required
  • Excellent time-management skills/workload management
  • Proactive in dealing with complaints in a timely manner/excellent organisational skills
  • Demonstrable motor vehicle technical knowledge (preferable)
  • Flexible to meet demands of the role
  • Excellent written communication skills/build rapport with colleagues

Work Schedule:

  • Monday-Friday
  • 08.00am-17.00pm GMT/13.30pm-22.30pm IST

Benefits:

  • Unparalleled opportunity to join an early team member of a famous start-up
  • Passionate/friendly/transparency culture that encourages suggestions for improvement
  • Full training/ongoing support
  • Fully remote role

Location:

Gandhinagar

Country Code:

IN

Salary Range:

₹5,00,000-₹7,20,000 per annum

Currency:

INR

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