Customer Happiness Executive

Customer Happiness Executive

Customer Happiness Executive

Key Responsibilities:

• Receive and respond

  to inbound chat, call, and email queries from customers, covering both pre- and post-booking inquiries for MM/BB/LJ products.

• Resolve customer service issues

  with the highest quality, adhering to established metrics and standards.

• Accurately document

  all customer queries and complaints using our CRM and proprietary tools.

• Follow up

  with customers via chat, call, and email for pending or escalated issues, ensuring timely resolution.

• Communicate clearly and effectively

  with customers, demonstrating empathy and understanding.

• Deliver outstanding customer experience

  to every customer interaction.

• Provide feedback

  on process improvements to team leaders and managers to optimize customer service.

• Maintain high productivity

  , focusing on the number of chats handled, resolution time, and first response time.

• Ensure high quality

  in interactions, reflected in CSAT (Customer Satisfaction) and quality scores.

Required Skills:

• Strong written and spoken English & Hindi

  (as per specified typing speed and accuracy guidelines).

• Ability to multi-task

  between multiple platforms as and when required.

• Excellent communication skills

  to interact clearly and effectively with customers.

• Problem-solving abilities

  to resolve customer issues efficiently.

Qualifications & Experience:

• Graduate / Diploma (10 + 2 + 3 / 10 + 3) / Undergraduate (10 + 2)

  .

• Minimum of 3-6 months experience

  in an Inbound Customer Service environment.

• Preference for candidates

  with at least 3-6 months experience answering voice, chats, or emails in a customer service process.

• Additional language proficiency

  in Tamil, Telugu, Malayalam, Kannada, Bengali, or Punjabi will be an added advantage.