Customer Experience Associate

15 hours ago

Gurugram Haryana, India Talentish HR Full time

We are looking for an **Associate, Customer Experience (Escalations) **to join our dynamic team. In this role, you'll be responsible for handling customer escalations received from different sources.

Your **key responsibilities **will include:

- Leading the resolution service issues and priority escalations from identified sources
- Researching, analyzing and resolving customer issues in an accurate and timely manner by using appropriate tools and resources to assess situations and provide resolutions, while maintaining ownership of the issue.
- Researching and analyzing data from various sources and tools
- Assisting in the development, testing, and communication of operational policies and procedures
- Establishing and maintaining positive working relationships with agents, peers, management, corporate, network, co-workers, and partners.
- Maintaining flexibility in approach to ensure established/evolving service levels are achieved at all times
- Understanding and empathizing with customer issues, and providing a satisfactory resolution/response
- Ensuring confidentiality of customer data and other duties and projects as assigned

You are the right fit if you:

- Have customer-centric attributes and are E-commerce-focused with the ability to work effectively and professionally with both internal and external customers.
- Have experience and proficiency in payment processing and reconciliation systems and tools
- Have the ability to perform tasks requiring negotiating, persuading or communicating with the customers and partners.
- Are good at analysing situations and be able to mitigate risk through your analysis.
- Demonstrate strong research skills in all lines of business.
- Are able to work in a high pressure environment; managing pressure in a professional manner and without disruption to the operation, employees, or customers.
- Are skilled in fair and impartial judgment.
- Possess strong verbal and written communication skills to assess customer needs and adjust communication style accordingly.
- Possess excellent interpersonal skills with the ability to positively influence others.
- Have strong technical skills and computer knowledge, including all Microsoft Office programs (Advance Excel) and Hands-on experience in leveraging data analytics to problem-solving.
- Are able to effectively multi-task and follow-through in a timely manner and are able to adapt well to change

Pay: Up to ₹550,000.00 per year

Schedule:

- Day shift
- Rotational shift

**Experience**:

- Customer service: 1 year (required)
- Customer Service Escalations: 1 year (required)

Work Location: In person

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