Customer Happiness Executive

2 weeks ago


Mumbai Maharashtra, India Mosaic Wellness Full time

**Job Summary**:
Role of a CHE Chat/Voice is to answer queries received via chat platform from our B2C/B2B customers and assist them with queries pertaining to our MM/BB/LJ products.

**Core Responsibilities**:

- Respond to and resolve for customer service issues with the highest quality and as per the metrics put in place.
- Document all chats/calls with regards to customer queries/complaints accurately using CRM and our Proprietary tool.
- Communicate clearly and effectively with customers.
- Deliver Outstanding Customer Experience to each and every Customer who has called in.
- Provide process improvement feedback to team leaders and managers, so that we can do the best for the customer.
- Productivity - Number of chats handled, resolution time, first response time.
- Quality - CSAT, Quality score.

**Qualifications**:

- Graduate / Diploma (10 + 2 + 3 / 10 + 3) / Undergraduate (10 + 2)
- Written and Spoken English & Hindi based on the following guidelines: - Typing Speed 30 WPM with 85% Accuracy
- Testing Methodology - MSR on Grammar, Spelling Punctuation & Passage Reconstruction testing
- Additional language - Tamil, Telugu, Malayalam, Kannada, Bengali & Punjabi will be an add on advantage.

**Experience**:

- A minimum of 3-6 months experience in an Inbound Customer Service environment.
- Ability to multi-task between multiple platforms as and when required.



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