Customer Support Associate

Customer Support Associate -

The Customer Experience team focuses on improving the customer Support agendas like customer satisfaction, Acknowledging and resolving customer complaints on priority.

What you will do:

• Replying to email queries, requests, concerns, and Google Play Store reviews on behalf of OLX
• Call customer as per the process as and when required
• Call dealers to capture their experience on the planform, and share the insights basis the interaction
• Ensuring quality responses to all queries and complaints; maintaining and adhering to quality standards as per laid down SOPs
• Acknowledging and resolving customer complaints on priority
• Following first time right approach in providing accurate resolution and reducing re-open cases
• Maintaining the first response time within defined SLAs for Email and Social Media tickets
• Ensuring customer satisfaction on responses and limiting dissatisfaction
• Maintaining a positive, empathetic, and professional attitude toward customers at all times
• Communicating and coordinating with colleagues, as necessary
• Knowing OLX products inside and out so that you can answer questions
• To manage social media (Facebook, Twitter, Instagram) and App queries as per the SLAs
• To manage all daily tasks and duties related to the process with strict compliance to guidelines
• Be flexible as per the business requirement subject to over time during offs, festivals and 24/7 shifts

What we are looking for:

• 1+ years experience in the same field.
• Excellent written and verbal skills.
• Strong customer service skills and a demonstrated ability to take initiative and be professionally persistent
• Working knowledge of CRM tools would be an added advantage
• Must possess ability to navigate multiple systems at once and multi-task

What we'll give you:

• Work in a multicultural and fast paced environment
• An extraordinary place to learn and develop within fast-growing, classifieds leader
• Positive & an exciting environment with solid exposure to multiple facets of the business & multiple categories

At OLX, we are committed to creating a diverse, inclusive, and authentic workplace. We strongly encourage people of all races, ethnicities, disabilities, ages, gender identities or expressions, sexual orientations, religions, backgrounds, and experiences to apply. 

We embrace diversity and welcome applicants from all backgrounds. If you are as excited as us about this position and our company, we hope you join us! To learn more, take a look at our website.

"Our Success is fueled by diverse perspectives and talents"