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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Rs 3.0 - 5 Lakh/Yr |
| Industry | Real Estate |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
Roles and Responsibilities- Making calls to the customer to understand and resolve the issues (cases received via email), - Excellent Email writing skills- Maintaining a record of Customer information and correct tagging to be done in CRM- Be responsible to deliver a high-quality, customer-driven, support service resolving customer inquiries at the first point of contact wherever possible.- Deliver First Incident Resolution by handling customer requests and resolving customer issues as often as possible during the first contact- Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer, and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer.- Manages all customer communication with the appropriate level of etiquette, timeliness, and professionalism, whilst working towards achieving agreed operational targets.- Should have a proactive approach and can think out of the box to help customers.- Need to collaborate with PAN India cross-functional teams to resolve the customer concern- Capturing VOCs to identify the continuous improvement opportunitiesThe candidate will be measured primarily against these metrics (but not limited to):-C-SAT, First-time resolution rate and first response/resolution time, Repeat, Quality Score, Productivity, Tagging accuracy, Productivity, Any behavior/Non- complianceDesired Candidate Profile- Minimum 1 year of experience in a blended process, the candidate should have worked in email and voice process in any e-commerce company.- Open for rotational week offs- Shift window- 6 AM to 11 PM- Should be able to understand the customers account ledgers (Commerce background preferred but not mandatory)- Previous experience in collaborating with multiple departments to resolve CX concerns is preferred.,
Keyskills :
voice processemail writingblended processcontinuous improvementcustomer communicationpanvocsemailwritingmetricsetiquetteoperationssupervisioncommunicationValue Stream MappingKaizenToyota Production SystemManufacturing Operations Manage