Customer Happiness Executive

2 months ago

Mumbai, India InnoRenoVate Full time

What do We do?InnoRenoVate Solutions Private Limited is an HR Advisory and Services company which strives towards providing total HR services and solutions to its clients. Innovate signifies ‘new’ in Latin and Renovate means ‘renew’ and for us, InnoRenoVate (Innovate + Renovate) means fresh thinking, new ideas, value added services to our clients.We help in rebuilding our client’s business with innovation and strive to provide end to end HR services including Talent Management, Compensation & Benefits, Performance Management, HR Strategy and functional excellence, Employee Retention, Business Continuity & Succession Planning, Business Coaching, Employee Engagement and Experience, Learning and skilling, Talent acquisition, among other areas.Why us?The idea evolved over the last few years with the need to make HR function more relevant and enhance employee experience in various scenarios and contexts. While our team bring expertise from different parts of the function – Talent Supply Chain, Compensation & Benefits, Career & Talent Management, Employee Engagement and Experience, HR Operations – our ultimate objective to provide value add services by our 4S approach – Simple, Suitable, Scalable and Smart people solutions remains similar. About FounderOur founder, Nitin Pande has more than 20 years of experience across industries and in various HR functions having worked in companies like HCL Technologies, Nestle and General Motors. As the Senior Vice President for HR Advisory and Employee Services at his last organization, he was instrumental in creating Centers of Excellence in the areas of Rewards, Performance Management, Employee Engagement and Change Management. He was also the HR Head for HCL Infrastructure Division.

The Role

Core Responsibilities

  • Receive inbound chat/call/email queries for MM/BB/LJ pre & post booking from the customers.
  • 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.
  • Follow up (Chat, Call and Email) with customers in case of pending / escalated issues.
  • 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.

Responsibilities

  • Maintain a descent and agreeable 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.

Ideal Profile

  • You have at least 1 year experience within a Customer Service role, ideally within the Telecommunications industry.
  • You possess excellent interpersonal as well as written and verbal communication skills.
  • You have working knowledge of crm system, windows os and communication
  • You are a strong mentor and coach who can build high performing teams
  • You are adaptable and thrive in changing environments
  • You are a strong team player who can manage multiple stakeholders

What's on Offer?

  • Flexible working options
  • Leadership Role
  • Fantastic work culture

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