What you will do:-
Manage and Resolve all Voice related account issues
- Coordinate with vendors/ service partners
- Manage Various Logistics Processes
- Escalate all unresolved issues to management
- Closure within SLA
Customer Engagement Center
- Perform assessment for all complaints and recommend a required action.
- Assist management to resolve all issues efficiently.
- Coordinate with external vendors to resolve all issues and provide appropriate response.
Reports
- Prepare required reports for resolutions provided.
- Maintain records of all status, develop and maintain professional relationships with vendors and internal stakeholders.
QA Process
- Support in establishing QA process with the Service provider that targets improvement on Call/ Email handling and quality of service provided.
- Ensuring a desirable agent NPS is consistently maintained on the voice channel.
Training
- Provide training for new SOPs and Brand Updates.
- Oversee complaints and request tickets received for all Retail brands.
- Support in CX initiatives and project launches
Skills
Required Skills to be successful:
Minimum Experience and Knowledge: 4+ Years of experience in Customer Experience field from a Retail industry.
Proven experience in customer service, support, or a related role. Knowledge and experience in CRM software.
Ability to maintain a global mind set with strong collaboration approach with peers and stakeholders
Flexible and able to adjust to changing priorities or requirements in a fast-paced environment
Great organizational and time management abilities
Strong communication and interpersonal skills.
Business acumen & market understanding
Problem Solving
Analytical Skill
What equips you for the role:
Diploma /Graduation
4-5 years of experience in similar field.
CRM system
MS Excel, Powerpoint and Outlook knowledge