Customer Relationship Expert

1 week ago

Varanasi, Uttar Pradesh, India beBeeCustomerSupport Full time ₹ 7,20,000
Job Overview

As a Customer Support Associate, you will play an integral role in driving customer success for our clients.

You will manage any escalated queries from our customers regarding our service and liaise with our partners to provide a solution – monitoring the queries from start to finish to ensure they are resolved in a timely manner.

Customer engagement of all types will be your passion as you will communicate with not only our direct customers, but also consider our partners as your "customer" base too.

To be successful in this role, you will have strong communication skills and be confident in relationship building as well as resolving complex queries passed to you by the support team.

Key Responsibilities:
  • Resolving escalated customer queries/complaints (UK customers)
  • Liaising with our UK 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 in relation to the amount of time it takes us to respond to customers, partners and the time to close the complaint once resolved
  • Monitoring trends in complaints and working with the support 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 support 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 partner 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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