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Job Description
Key Purpose:
- The role is critical to business for delivering excellent customer experience and de-escalate critical issues.
- Respond to customer inquiries through various channels, CRM Modules email, and chat
- Collaborate with other departments to resolve customer issues and escalate complex cases when necessary.
- Document and maintain detailed records of customer interactions in the customer service database.
- Resolve the escalations by following up with respective stakeholders internally and externally
- Monitor customer accounts for fraudulent activity and take appropriate actions to mitigate risks.
- Collaborate with the team to develop strategies and initiatives for improving overall customer service and satisfaction.
- Address customer questions, concerns, and complaints promptly and professionally
- Offer product and service information to customers, assisting them in making informed purchasing decisions.
- Should be flexible working hours/days
Expected deliverables
Financial- De-escalate customer escalations which would have legal & financial implications. Win back customers who escalate issues
Customer- Response and resolution SLA, CSAT score
Process - Process compliance score, Root cause fix and track end to end
Learning and Growth Strong critical thinking and problem solving skills and risk mitigation approaches
Cultural Pillars :
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Skillset: High customer satisfaction and positive customer feedback.
Increased customer loyalty.
Accurate and up-to-date customer records for seamless interactions.
Educational Qualifications : Bachelor's degree or equivalent experience in customer service or a related field.
Minimum of two years of customer service experience, preferably in an eCommerce environment.
Proficiency in eCommerce platforms and customer service software.
Strong knowledge of Microsoft Office Suite.
Excellent communication, problem-solving, and interpersonal skills
2-4 Years of Minimum experience required
Skills
Customer EscalationEscalation ManagementCustomer QueriesQueryEscalationsManagementCustomer SatisfactionCustomer ServiceIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
About Company
At Tata CLiQ, everything you see is Hand-piQed and 100% AuthentiQ – sourced straight from the best brands and their authorised resellers from India and across the world, just for you.
Begin your journey online with one of the fastest growing, e-commerce brands in the country and have a seamless online shopping experience. Immerse yourself in the joy of browsing through the best Indian and international brands in fashion, luxury, electronics and jewellery.
Then go offline with us. Tapping into our strong brand partner network, our flexible Phygital experience combines the ease of shopping online with the reassurance of buying from a brick-and-mortar store. Use our ‘CLiQ and PiQ’ and ‘QUiQ Exchange’ services to pick up or return what you’ve bought, in-store across a pan-India network of more than 1,600 stores and over a hundred partner brands.
Also Stay Qued with our influencers on the Que Magazine, which is the place for real advice from real people. Get their take on what’s happening in fashion, tech and life.
Join the Luxury CLiQue
Indulge yourself in the lap of luxury with the country’s largest online luxury destination. We bring to you apparel, accessories - including shoes, bags, belts and watches, and home décor from the best international luxury labels. Our exclusive collection offers indulgent gifting options, no matter what the occasion.
Exquisite Everyday
At IndiLuxe, we unearth beautiful stories of Indian craftsmanship and culture that reinforce a commitment to our roots. We showcase a boutique of Indian luxury brands for our customers who seek quality, sustainability and meaning. With our inspiring collection of fashion, beauty, home décor and more, add that touch of exquisiteness to your everyday.
Tata CLiQ is the flagship digital commerce initiative of the Tata Group. It is a multi-category e-commerce platform, operating across categories such as Fashion, Footwear, Accessories and Beauty. Tata CLiQ has a unique omnichannel marketplace model offering customers the convenience of quicker delivery (by shipping from store), easy pick-up and returns, across 4,100 + brands and 1,000 stores in 100+ Indian towns and cities.
It is also India's definitive destination for exclusive Fashion and Electronics brands. Tata CLiQ was built on the following cultural Pillars Customer and Data Obsession We exist to bring back magic and joy in shopping. For us, every customer is equal.
We obsess about every failed promise, learn from it and fix the root cause. Fast and Frugal We are out there to find an alternate way of doing e-commerce. We will experiment a lot, dare to fail frequently, fail fast and fail frugal. Occasionally we will discover exciting new routes driven by these frequent and frugal experiments. Benchmark and Better the Best Build a culture where there is an aversion for a "check the box "attitude.
There is a learning and continuous improvement, both for people and processes. Fun and Fulfilment Our non-negotiable focus on #uncomfortabletransparency ensures we do not build any buffers while goals are set. Our goals will be ambitious, demand significant stretch and will be achievable only with meticulous planning.
Important dates & deadlines?
Application Deadline
18 Dec 25, 04:46 PM IST
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Escalation Specialist
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