Customer Experience Associate

Who we are:

Responsibilities

• Answer customer queries in a positive and effective manner, via chat/e-mail and over the phone.
• Handle customer queries, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers.
• Serve our US customer base by providing product and finance service information and guiding them on the App or website.
• Perform both inbound service queries and outbound support for the collections process via phone.
• Own our customer experience journey across all inbound channels (intercom/email/phone) and social media platforms
• Be the voice of the customer in the leadership team working closely with product, marketing, and engineering teams to implement insights and product improvements to continuously improve customer experience.
• Participate in the product planning process to ensure that features requested by customers are prioritized and implemented.
• Adopt a data-driven approach to manage and iteratively improve customer experience
• Recruit, train, and build a world-class customer happiness team
• Establish metrics to measure team performance and coach team members to achieve/exceed performance parameters

Requirement:

• You’re a graduate/postgraduate with 2+ years of experience in customer service (International voice process)
• Excellent written and spoken English with strong conflict resolution and de-escalation skills.
• Ability to recognize, empathize and understand escalated customer sentiment.
• Experience handling a high volume of customer calls and emails.
• Flexibility and willingness to grow by building on existing knowledge and consistently striving for excellence
• Motivation to close communication gaps and provide meaningful feedback
• Must be a people person with the ability to drive and motivate team members to strive for excellence.
• Must be empathetic with a customer-oriented attitude while following a data-driven approach to customer service.
• Must be a Pro at processes and tools for customer support management and have experience in defining metrics and building processes to ensure adherence.