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Associate (A1)

Associate (A1)

LenDenClub

0 years

1 - 5 Lacs

mumbai

Posted:1 day ago| Platform: GlassDoor logo

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Skills Required

support orm empathy compliance query management reporting reports capture communication

Work Mode

On-site

Job Type

Part Time

Job Description

Role Overview:

The Customer Support Executive will be responsible for ensuring high-quality customer interactions across multiple channels (emails, calls, ORM, and app reviews). The role requires strong ownership, empathy, attention to detail, and the ability to work cross-functionally with business, operations, and compliance teams to ensure timely and accurate resolution of customer concerns.

Key Responsibilities:

Customer Interaction & Query Handling

Respond promptly to customer queries via email, calls, and social channels.

Maintain professionalism and empathy in every interaction.

Ensure first-contact resolution (FCR) and high customer satisfaction (CSAT).

Online Reputation Management (ORM)

Monitor and respond to customer reviews on the Play Store and social media in a professional, brand-aligned tone.

Escalate recurring issues or negative reviews to relevant teams with actionable insights.

Process Management

Manage POD (Proof of Delivery) follow-ups, maintain the business tracker, and coordinate with internal teams for closures.

Raise requirements and follow up on pending items proactively.

Reporting & Documentation

Maintain accurate records of customer interactions and resolutions.

Prepare daily/weekly reports for business and compliance reviews.

Feedback & Improvement

Capture customer pain points and share insights for process enhancement.

Participate in regular feedback sessions with the Quality and Compliance teams.

KPIs / Performance Metrics

CSAT (Customer Satisfaction Score)

FCR (First Contact Resolution %)

TAT (Response & Resolution Time)

Accuracy & Quality of Responses

ORM Review Closure Rate

Adherence to Process & Communication Guidelines

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LenDenClub

Financial Services

Mumbai

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Associate (A1)