Job Purpose & Responsibilities
- Understanding of 75F products and various solutions catered to the customers.
- Handle customer queries of 75F. Keeping the customer engaged throughout the lifecycle and creating customer delight.
- Receive, track and monitor call arriving at the 75F Toll Free #.
- Closure of customer tickets within SLA.
- Regularly engage with the customers for seeking feedback and for identifying areas of improvement.
- Maintain a high standard of quality in interacting with the customers and resolution of queries
- Liaise with internal stakeholders and partners to get the customer s query resolved
- Working with customer data, addressing and resolution of customer queries, feedback, and troubleshooting problems with data.
- Publishing MIS and dashboards with respect to SLAs
- Support in preparing SOPs/process notes for all existing and proposed activities within the function
Qualifications
- Graduation/ Post Graduation from a reputed university
Skills & Personal Attributes
- Should be courteous and polite with excellent communication skills (Written and Verbal)
- Excellent documentation skills
- Computer and mobile savvy with proficiency in MS office Tools
- Willingness and eagerness to work in a high-pressure fast-growing environment
- Data analysis skills - Ability to interpret data and reports for business requirements
- Strong interpersonal and soft skills
- Good team player, should have the capability to collaborate with customers to collect information and enable closure of tickets
- Should be self-driven, creative and should have out of the box approach
Work Experience
- Should have 3-5 years relevant work experience customer support/call centre or a similar function at scale.
- Should have worked in the Customer Support function with the Banking / Telecom / e-Commerce / consumer durable companies for majority of his/her career.
- Proven track record of success & delivery in a highly competitive environment.
- Should have worked with large/medium Indian or multinational organizations.
