Sr Executive - Consumer Interface

Job Description

Role & responsibilities Build sustainable relationships and trust with channel partners (Amazon, Flipkart, and TATA) through open and interactive communications Handle end to end process of Amazon vault and Flipkart BSD mapping (Call registration to call closure) Ensure smooth field operations to achieve the performance target set by the Key accounts Regularly monitor the performance progress and raise the flags in order to take necessary actions to solve the same. Ensure achievement of highest customer satisfaction (Both internal and External) Handle complete Ecom ratings & reviews program including bottom box recovery Conduct / attend regular meetings to ensure the smooth operations Responding to customer queries / Escalations in a timely and accurate way, via phone, email, or chat. Identifying customer needs and helping customers use specific features. Analysing and reporting the RCA and CAPA Provide accurate, valid, and complete information by using the QC tools and Business intelligence tools Coordinate with contact centre for smooth call inflow and outflow Frequently meet customer service team and other stake holders to make sure the targets are met Continuous improvements on the processes Follow communications procedures, Guidelines and polices Take the extra mile to engage customers and channel partners Timely prepare MIS to update seniors on the performance and progress of the work that is being given. Education Qualification: Bachelors degree, MBA with any specialization Professional experience: 3-5 years of experience in customer service operations / Call centre with exposure to CSAT and Escalation management. Proven customer support experience or experience as a client service representative Track record of over-achieving quota Customer orientation and ability to adapt/respond to different types of characters Key Skills/Competencies: Strong phone contact handling skills, Email writing and active listening Excellent practical knowledge of MIS tools, programmes, and ideas like ERP, CRM, ERP, etc. Excellent communication and presentation skills Ability to multi-task, prioritize, and manage time effectively Excellent decision-making abilities Proficiency in speaking with persons from various commercial and technology backgrounds Languages Known: Preferred English and Hindi, additional languages understanding will be an added advantage