Customer Excellence Associate - Chat Support Process

Roles and Responsibilities

- Ability to understand the product/ customers/ processes and accordingly ensuring all queries of customers are resolved in a manner a customer feels happy post discussion/ resolution.

- Ability to maintain calm under difficult situations and pressure of customers (even if the customer is not being rational)

- Would involve lot of discussions with external stakeholders (customer side and brand side for issue resolutions)

- Collaborate internally with departments to fix process & product issues basis customer feedback

- Operating in a very structured manner to ensuring follow-ups, closures are all done in a very timely and efficient manner

- Flexibility and willingness to learn in a high pressure start-up environment