Associate - Customer Experience Job in Stanza Living

Roles and Responsibilities

- Making calls to the customer to understand and resolve the issues (cases received via email),

- Excellent Email writing skills

- Maintaining a record of Customer information and correct tagging to be done in CRM

- Be responsible to deliver a high-quality, customer-driven, support service resolving customer inquiries at the first point of contact wherever possible.

- Deliver First Incident Resolution by handling customer requests and resolving customer issues as often as possible during the first contact

- Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer, and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer.

- Manages all customer communication with the appropriate level of etiquette, timeliness, and professionalism, whilst working towards achieving agreed operational targets.

- Should have a proactive approach and can think out of the box to help customers.

- Need to collaborate with PAN India cross-functional teams to resolve the customer concern

- Capturing VOCs to identify the continuous improvement opportunities

The candidate will be measured primarily against these metrics (but not limited to):-

C-SAT, First-time resolution rate and first response/resolution time, Repeat, Quality Score, Productivity, Tagging accuracy, Productivity, Any behavior/Non- compliance

Desired Candidate Profile

- Minimum 1 year of experience in a blended process, the candidate should have worked in email and voice process in any e-commerce company.

- Open for rotational week offs

- Shift window- 6 AM to 11 PM

- Should be able to understand the customers account ledgers (Commerce background preferred but not mandatory)

- Previous experience in collaboratingwith multiple departments to resolve CX concerns is preferred.