Urgent requirement for Email and Chat process executive for an Ecommerce client based in Mumbai
Location - Andheri E, Mumbai
Role Requirement:
Shift Timings: Rotational (as per business requirement)
1st shit: 9 am - 7 pm
2nd shit: 11 am - 9 pm
Week Off: Rotational (as per business requirement)
Channels to Work on: Chats + Social Media
experience - 1-2 years
CTC range 3 Lacs to upto 4 Lacs
Role Expectations:
Passion to learn - Ability to acquire in-depth Process/product knowledge.
Problem solving ability.
Decision-making skills
Ability to work effectively in high stress situations.
Dealing with complexity, analyzing information and implementing the companys vision of customer obsession.
Ability to do independent analysis and arrive at conclusions.
Excellent interpersonal and communication skills.
Role Deliverables:
Resolve escalated and complex customer issues on-time.
Anticipate customer needs and deliver timely responses to meet their expectations.
Recommend best practices to meet service level agreements and improve customer satisfaction.
Facilitating data collection for process improvements and knowledge base improvements.
Drive root cause analysis of all complaints and work with related functions and stakeholders across the organization to eliminate causative factors and prevent recurrence.
Ensure that the team follows company policies and procedures.
Deliver world class services to ensure customer satisfaction.
Maintain discipline in order to ensure that there is no impact on the process, and as such, adherence plays a crucial role in achieving this.
Basic process metrics management like SLA, AHT, Dial out, Login hrs, C-SAT scores, Quality scores set as defined.
Please share your updated CV at OR call
Regards
Team HR
Talentnest HR Consultant LLP
1 - 3 Years
5 Openings
2.0-2.5 Lac/Yr
Face-to-Face interview
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