Executive - Consumer Interface

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:

• Freshers / 2-3 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