Associate Customer Ops

Associate Customer Ops at ZestMoney · Bengaluru (Bangalore) · 0 - 3 years · ₹3L - ₹4.5L / yr · Profitable · Posted 26 Aug 2021

Associate Customer Ops

at ZestMoney

Posted by Pooja Choudhary

0 - 3 yrs

₹3L - ₹4.5L / yr

Bengaluru (Bangalore)

Skills

Customer Success

Customer Retention

Customer Service

Escalation management

Customer Support

Communication Skills

Roles and Responsibilities

As an Escalation Associate, you will be at the front of handling and resolving customer complaints and Grievances from various touchpoints (Not Limited to Complaints, Social Media Escalations, Consumer Forum complaints, etc.). You will work with other departments and ensure closure and recovering a customer’s experience.

Tracking all Customer complaints/escalations in real-time.
Acknowledge all customer complaints, connect with customers (Over emails as well as on calls), understand the problem clearly, and assure a timely resolution.
Coordinate and follow up internally for an end-to-end closure on each complaint handled.
Proactively escalate cases that are about to breach standard TAT.
Work on RCAs (Root Cause Analysis), of complaints, handled, to facilitate process improvement internally.
Liaison with team members and team leads on a regular basis.
Publish MIS on Escalation Cases and follow up steps to be shared with Team Leaders for Agent coaching and improvement.
Adhere to compliance policies.

Required Skills & Experience

A strong Customer-centric approach.
Can work under pressure and handle difficult conversations.
Can understand problems clearly.
Ownership and solution-oriented approaches should understand and deliver end-to-end resolutions.
A team player can coordinate and liaise with internal and other departments seamlessly.
Fluent in written and conversational English. Regional Language Hindi, Kannada, Tamil, Telugu is a strong plus.
Academic Qualifications- Bachelor’s Degree preferred or equivalent experience considered.
1 -2-year experience in customer service (or related fields), fresher’s can be considered who matches above criteria.

Preferred Skills

Background in customer service, escalations/complaints handling, social media handling.
Experience in email handling, inbound calls.

Roles and Responsibilities

Tracking all Customer complaints/escalations in real-time.
Acknowledge all customer complaints, connect with customers (Over emails as well as on calls), understand the problem clearly, and assure a timely resolution.
Coordinate and follow up internally for an end-to-end closure on each complaint handled.
Proactively escalate cases that are about to breach standard TAT.
Work on RCAs (Root Cause Analysis), of complaints, handled, to facilitate process improvement internally.
Liaison with team members and team leads on a regular basis.
Publish MIS on Escalation Cases and follow up steps to be shared with Team Leaders for Agent coaching and improvement.
Adhere to compliance policies.

Required Skills & Experience

A strong Customer-centric approach.
Can work under pressure and handle difficult conversations.
Can understand problems clearly.
Ownership and solution-oriented approaches should understand and deliver end-to-end resolutions.
A team player can coordinate and liaise with internal and other departments seamlessly.
Fluent in written and conversational English. Regional Language Hindi, Kannada, Tamil, Telugu is a strong plus.
Academic Qualifications- Bachelor’s Degree preferred or equivalent experience considered.
1 -2-year experience in customer service (or related fields), fresher’s can be considered who matches above criteria.

Preferred Skills

Background in customer service, escalations/complaints handling, social media handling.
Experience in email handling, inbound calls.

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About ZestMoney

Founded :

2015

Type :

Product

Size :

100-500

Stage :

Profitable

About

Feline up for a challenge? Help Lucky claim victory in the Doodle Champion Island Games! #GoogleDoodle

Pooja Choudhary

Connect

Company social profiles

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