Customer service intern

1 week ago


Delhi, India Zolo Full time
Designation: Intern - Customer Support
Stipend: 15k
Duration: 3 months
Location: Bangalore
About Zolo
Zolo Stays stands out as the leading provider of managed co-living spaces in India, catering to the needs of both working professionals and students. With over $100 Mn funding from Nexus Venture Partners, IDFC Alternatives, and Mirae Asset, we are rapidly growing.
Key Responsibilities:
1. Assist in Monitoring Customer Interactions:
Observe and review customer interactions to identify common issues that lead to escalations.
Support the team in tracking and documenting escalation cases.
2. Data Collection and Analysis:
Collect data on customer interactions, complaints, and escalation trends.
Assist in analyzing data to identify patterns and potential areas for improvement.
3. Support Escalation Prevention Initiatives:
Help develop and implement strategies to address recurring issues and reduce escalations.
Collaborate with the customer support team to test and refine escalation prevention tactics.
4. Customer Interaction Assistance:
Handle basic customer queries and support requests under the supervision of experienced team members.
Assist in resolving customer issues effectively to prevent escalation.
5. Feedback and Reporting:
Compile and report feedback from customers and team members to help identify improvement areas.
Prepare regular reports on escalation trends and contribute to discussions on enhancing customer support strategies.
6. Process Improvement:
Identify and suggest improvements to existing customer support processes and procedures.
Assist in documenting best practices and creating resources to help reduce escalations.
7. Learning and Development:
Participate in training sessions and workshops to develop customer service skills and knowledge.
Seek feedback from mentors and supervisors to improve performance and understanding of the role.
Qualifications:
Education: Currently pursuing a degree in Business, Communications, or a related field. Recent graduates may also be considered.
Skills:
Strong communication skills, both written and verbal.
Basic analytical skills and attention to detail.
Ability to handle multiple tasks and prioritize effectively.
Proficiency in Microsoft Office (Word, Excel, Power Point) and familiarity with CRM systems is a plus.
Eagerness to learn and a proactive approach to problem-solving.

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