Customer Solutions Associate

• 4-15 year experience in Application Support
• Must have good knowledge in Java/J2EE, Microservices, PL/SQL, Unix
• Good to have knowledge in Agile, JIRA, Splunk, Service Now
• Good understanding and hands-on experience in Incident, Problem and Change Management
• Provide technical leadership to the team & contribute in the skill development within team
  Interact with internal teams and client stakeholders to trouble shoot the tickets/incident and manage other support activities
• Good communications skills are necessary, must be team player and inquisitive.
• Strong customer service and support focus with a desire to deliver a high-quality service
• Ability to multi-task, work under pressure and to tight deadlines
• Flexible in working outside of office business hours at short notice (as required)
• Should be able to examine the system and identify the areas for Service Improvements & Value adds.

In this role you will be responsible for training and on-boarding new customers and managing customer relationships through their entire life cycle. We are looking for superior communication skills, people’s person and a positive attitude.

• Provide support and ad-hoc training to customers who use IndiaBiz platform, replying to inbound queries
• Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades
• Aid the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention
• Attend and present IndiaBiz at relevant meet-ups, conferences/exhibitions time to time
• Thorough knowledge of (or eagerness to learn about) IndiaBiz platform and services (investment banking related)

About Us
Zupee is India’s fastest-growing innovator in real money gaming with a focus on predominant skill-focused games. Started by 2 IIT-Kanpur alumni in 2018, we are backed by marquee global investors such as WestCap Group, Tomales Bay Capital, Matrix Partners, Falcon Edge, Orios Ventures and Smile Group.

Know more about our recent funding: https://bit.ly/3AHmSL3
Our focus has been on innovating in the board, strategy and casual games sub-genres. We innovate to ensure our games provide an intersection between skill and entertainment, enabling
our users to earn while they play. We are at the cusp of scaling rapidly; we’ve only just begun!

Department: Customer Experience

Role: Customer Experience Executive
Location: We are location agnostic & operating in a hybrid model
Core Responsibilities

•  Resolve customers’ queries and issues through voice, email, social, social media channels following the defined process in specified timelines.
• Able to take Inbound calls/make Outbound calls for resolving real-time Customer queries, Customer retention, and offering certain marketing offers, etc.
• Meet the average response time along with productivity while ensuring you follow all quality parameters, SLA with 100% Customer satisfaction.
• To ensure all the customer queries/issues are being resolved on priority with clarity and promptness.

What are we looking for?

• Willing to work in rotational shifts and weeks off (24*7 environment). Initially, it will be 6 days (but will be changed to 5 days a week later).
• Must be proficient with Hindi, English & speaking another language will be an added advantage (Bengali, Gujarati, Kannada, Marathi).
• Should have a minimum of 1-3 years of work experience as a CX executive preferably in E-commerce, Consumer Tech, Hospitality, ITES, Gaming domain.
• Should have managed - Emails/Calls/Chat/Social Media queries.
• Ability to multi-task, and must have excellent communication skills.

Pre-assessment Test Link:- https://test.gclocked.com/?form=-Mo8QM9iPn3ELW56h6PQ" target="_blank">https://test.gclocked.com/?form=-Mo8QM9iPn3ELW56h6PQ

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.

Responsibilities:

• Respond to customer queries and customers concern
• Provide support for data collection to enable Recovery of the account for end user.
• Maintain a deep understanding of client process and policies
• Reproduce customer issues and escalate product bugs
• Provide excellent customer service to our customers
• You should be responsible to exhibit capacity for critical thinking and analysis.
• Responsible to showcase proven work ethic, with the ability to work well both independently and within the context of a larger collaborative environment

Requirements:

• Graduate (Any Discipline)
• Previous experience in a customer service role chat/email/voice
• Effective probing skills and analyzing / understanding skills
• Analytical skills with customer centric approach
• Excellent proficiency with written English and with neutral English accent
• Excellent English - Verbal & Written (Highly Professional English)
• Excellent Excel Capabilities as we need to submit monthly SLA reports to clients. (Should be an expert)