Customer Happiness Executive

2 months ago


Mumbai, India Snaphunt Full time

The Offer

  • Flexible working options
  • Leadership Role
  • Fantastic work culture

The Job

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.

The 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

The Employer

Our client is an HR Advisory and Services company which strives towards providing total HR services and solutions to its clients.



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