Service Recovery

JOB SUMMARY:

To handle queries and complaints from customers tactfully, provide excellent customer experience at

every interaction and ensure end to end resolution by taking complete ownership for the customer in

every transaction. The goal is to gradually achieve superior customer engagement and ensure a

significant improvement in customer experience. Being a part of this team also means to be the

whistleblower, highlighting issues impacting customers both external and internal.

KEY ATTRIBUTES

⮚ Demonstrated commitment to delivering exceptional customer service and driving continuous

improvement initiatives by effective handling of arguments, service denials, and rebuttals and

handling high anxiety customers with composure

⮚ Displays accountability and ownership in customer interactions

⮚ Strong analytical and problem-solving skills, with the ability to think critically and creatively to

resolve customer issues

⮚ Strong time management abilities

⮚ Flexible in learning and cross-skilling across processes

⮚ Exhibits good phone etiquettes and call handling

QUALIFICATION / ELIGIBILITY CRITERIA: (Pre Requisite)

⮚ Graduate in any stream is a mandate

⮚ 100% WFO

⮚ Minimum 1 year customer support role (exp working on escalation desk would be a plus)

⮚ Flexible to work in all the shifts (Should be willing to work for the customer without having

constraints to timings/shifts)

⮚ Excellent spoken (English & Hindi) and written language skills (English) with an ability to

compose a grammatically correct, concise and accurate written response

Hiring Criteria:

• Language : English and Hindi fluency (Versant B1 - CEFR Rating)
• Typing proficiency - Typing test (30 WPM with 85% accuracy)
• Customer Service Mindset - Psychometric test + Problem solving
• Interviews - By FK assessor + Operations