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12/02 HR
Recruiter at Hirepedia

Views:120 Applications:16 Rec. Actions:Recruiter Actions:13

Senior Associate/Team Lead - Customer Care - FMCD (2-6 yrs)

Delhi Job Code: 110315

JD for Senior Associate/TL

Responsibilities include:

- Taking ownership of customer issues and solving problems with proper closure.

- Streamline processes for call, chat and emails ensuring proper reporting.

- Quality - Conduct regular call/email audits and give feedback to the team.

- Handling escalation enquiries from customers via calls, chats, and emails.

- Work with the warehouse to ensure smooth order management.

- Analysing logistics data to ensure delivery experience is not compromised.

- Conduct meetings with Product, Tech and Marketing teams to cater customer concerns and improving the Customer Experience.

Qualification needed : Graduation

Qualities desired :

- Good communications skills- written and spoken English has to be good.

- Must have prior team handling experience

- Experience of working on tools such as Freshdesk, Zendesk, Exotel, Ameyo, etc is a plus.

- Prior experience of working in a ecommerce industry, handling NDR, is a plus.

- Ability to multi-task across is crucial.

- Should possess a positive attitude and the ability to learn new things.

- Competency with MS Office.

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