Urgent Hiring For Grievance/Customer Care Associates // CARS24

URGENT HIRING: Grievance Associate (Customer Care Associates)

Only Candidates from Customer Service Background are eligible, Blended and Call both the process.

Interested candidates can share their CV's at vedika.pathania@cars24.com or whatsapp at 9311255325 and can come directly for a face to face interview.

Date and Time Of Interview: 16/Dec/2024 to 19/Dec/2024 between 10:00 AM to 4:00 PM

Interview Location: Cars 24 services private limited, SAS Building, Tower B, 3rd floor, Cariot Office, CH Baktawar Singh Road, Sector 38, Gurugram, Haryana 122001

Salary: 2.8 LPA to 4 LPA basis experience and current CTC

Contact Person: Vedika (9311255325)

Must Have Skills

• Communication: Clear speaking, active listening, and professional tone.
• Customer Focus: Empathy, patience, and customer satisfaction-oriented.
• Multitasking: Handle calls and admin tasks, time management, attention to detail.
• Technical Skills: CRM tools, data entry, basic computer proficiency.
• Adaptability: Handle blended role and learn new processes quickly.
• Emotional Intelligence: Self-regulation, manage customer emotions.
• Experience: Customer service or grievance handling experience.

Good to Have Skills

• Product Knowledge: Understanding company products/services and policies.
• Blended Role Experience: Experience in both calls and back-office tasks.
• Performance Orientation: Meet KPIs and maintain productivity.
• Advanced Problem-Solving: Experience with complex issues.
• Team Collaboration: Ability to work well in a team environment.

Role Overview:

As a Grievance Associate at CARS24, you will be an integral part of our in-house customer care (CC) team. Your primary responsibility will be to manage inbound calls, resolve customer concerns efficiently, and ensure first-call resolution (FCR). You will also handle ticket replies, create new tickets when necessary, and proactively support our commitment to customer satisfaction.

Key Responsibilities:

• Answer and manage inbound customer calls with empathy and professionalism.
• Provide first-call resolution (FCR) by addressing and resolving customer issues during the initial contact.
• Respond promptly to customer tickets and ensure follow-up as needed.
• Accurately create and document new tickets for complex issues that require further attention.
• Maintain key performance metrics such as Customer Satisfaction Score (CSAT), First Response Time (FRT), Average Handling Time (AHT), and hold time.
• Ensure accurate use of dispositions for all customer interactions.
• Collaborate with team members to maintain a high standard of service quality and efficiency.
• Uphold the CARS24 brand values and contribute to a culture of customer delight.

Who are we Looking For:

• Experience in customer service or a similar role is preferred but not required; training will be provided for passionate candidates.
• Strong communication skills with an emphasis on active listening and clear articulation.
• Problem-solving capabilities and the ability to think on your feet.
• A team-oriented attitude and a commitment to contributing positively to the company culture.
• Ability to multitask and stay organized in a fast-paced environment.
• Proficiency in using customer service tools and ticketing systems is a plus.

What We Offer:

• The chance to be part of a growing, dynamic team committed to excellence.
• Comprehensive training and onboarding to set you up for success.
• A collaborative environment where every 'Autonaut' is valued and heard.
• Opportunities for growth and career advancement within CARS24.
• Competitive compensation and benefits.

If this message catches your eye, consider it a green light from the cosmos.

PS - Before you shift gears, make sure we're on the same track by connecting with a CARS24 insider.

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