Orm - Cs

**Who We Are**:
Mosaic Wellness is building digital first, health brands for elective health concerns.

**Man Matters,** is a digital elective health platform for men, helping 2.5M+ men every year diagnose and solve for their hair loss, beard growth, fitness and nutrition concerns by offering personalized treatment plans and access to expert doctors and health coaches.

**Be Bodywise,** is an online women’s elective health platform, serving 4M+ women every year by providing personalized solutions and doctor consults across concerns for hair health, body care, Sleep and nutrition.

**Little Joys,**is an online health platform for kids, helping 2M+ parents every year solve for their child’s physical, mental and emotional development by offering age-appropriate solutions for nutrition, immunity, brain health, bone health with access to expert doctors and nutritionists.

**More About the Role**:
Role of a CHE Social Media/Chat/Voice is to answer queries received via chat, call and social media platforms 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.
- Build trust and rapport with customers with a human touch, by going beyond the scripted responses.
- Communicate clearly and have an engaging conversation with customers through replies to promote positive interactions.
- Deliver Outstanding Customer Experience to every customer who has reached us for support.
- Provide process improvement feedback to team leaders and managers, so that we can do the best for the customer.
- Productivity - Number of SM tickets, chats handled, resolution time, first response time.
- Quality - CSAT, Quality score.

**Self-Management Responsibilities**:

- Maintain a decent and agreeable SM /Chat/Voice Handling duration with 100% compliance to documentation.
- Ensure Positive Outcome with every Interaction.
- Comprehend the query patiently to avoid repeat contacts.
- Rostered for 9 hours, expected to be online 8 hours; 6 days a week, with one rotational week off.
- Maintain integrity and hygiene with all customer and internal interactions.

**Qualifications & Experience**:

- 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.
- A minimum of 3-6 months experience in a Social Media & Inbound Customer Service environment.
- Understanding of social media ads and posts.
- Ability to multi-task between multiple platforms as and when required.

**Behavioral Competencies**:
**Customer Focus**
- Anticipates customer needs
- Comprehends issue
- Ensures customer delight
- Solution orientation

**Ownership**
- Takes Initiative
- Takes Accountability

**Drive for Results**
- Decision Making
- Action Orientation

**Flexibility**
- Able to work in different shifts
- Multitask between multiple platforms

**Quality Focus**
- Commitment to Quality
- Strive for continuous Improvement

**Technical Competencies**:

- Working knowledge of Windows OS
- Familiarity with major social media platforms (like Facebook, Twitter, Instagram and LinkedIn) and their functionalities.
- Internet Browsing ability to gather relevant information.
- Familiarity with CRM systems and practices, customer focus and adaptability to different personality types.