Associate

LenDenClub

0 - 3 years

2 - 5 Lacs

mumbai

Posted:21 hours ago| Platform:

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Skills Required

compliance customer satisfaction social media customer support executive process enhancement management csat process management business operations customer interaction

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 c ustomer 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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