Senior Community Operations Executive (ecr & Sort) Job in Dunzo Digital Private Limited

Roles and Responsibilities:

Stakeholder Interaction: The agents interact with stakeholders and provide timely updates on the tasks assigned to them. This is a very important aspect of this role, which creates great visibility for the individual and also the team. The get it #dun Mindset: They approach each contact with an open mindset to find a larger issue at hand (if any). While everyone's motive is to resolve the issue, the ECR/SoRT team dives deeper to understand the root cause of the issue. If required, ECR/SoRT even involves other LOBs and stakeholders to understand if the issue is a severe one with major impact. Compatibility: Each agent provides 100% support to the team in terms of availability and getting the tasks #dun. In case, someone from the team is not available, others would step in and pick up his/her task and drive it to completion. Keep Hustling: They hustle in situations when the volumes spike as they understand the importance of not keeping our senior leadership waiting. They are super-prompt in resolving the concerns of the users. Multichannel Support : As a Senior Community Operations Executive you will also be handling issues reported by the users on different channels like Facebook and Twitter. You would be monitoring the customer complaints on Social Media and would be responsible to provide assistance for the same. Analytical Skills : You should analyze and report system, process or product issues (if any) that you might come across while resolving a customer query.

Be a Team Player : Sharing your best practices and effective workarounds with the team members. Qualification: A graduate with a year s experience as a Customer Service Associate/Community Operations Specialist Familiarity with ECR/Social Media Teams is a plus Understanding of how CRM systems work Excellent communication and problem-solving skills Multi-tasking abilities Patience when handling tough cases Being Customer Centric