Customer Support Executive

We are hiring for Retail industry

Fresher with excellent communication skills can apply

• 1) Job Purpose:
• This role is designed to drive excellence and results in various facets of E-commerce operations. It centers
• on optimizing financial performance, enhancing customer satisfaction, ensuring efficient case closures,
• maintaining high-quality interactions, and fostering personal growth for future roles within the
• organization.
• 2) Job Context :
• The role requires a comprehensive approach, balancing financial, TAT, NPS targets with exceptional
• customer service, operational efficiency, and personal growth initiatives within the concierge domain. It
• involves collaboration across teams and a commitment to driving results in each of these critical areas.Also
• to deliver exceptional service while adhering to brand standards.
• 3) Accountabilities
• Principal
• Accountabilities

Supporting Actions

Customer service

quality

• • Enhanced Customer Interactions: Prioritizing meaningful and
• positive engagements with customers to ensure a seamless and
• satisfactory experience.
• • Effective Query Resolutions: Swiftly addressing customer
• queries and concerns while maintaining accuracy and efficiency
• in resolutions.
• • Empathy and Understanding: Cultivating empathy and a deep
• understanding of customer needs to tailor solutions that meet
• their expectations.
• • Consistent Improvement: Striving for continuous improvement
• in service delivery by actively incorporating feedback and
• adapting to evolving customer preferences.
• • Multi-Channel Support: Providing consistent quality service
• across various communication channels (calls, emails, chats,
• etc.) to ensure a uniform and high standard of service.
• • Adherence to Standards: Upholding brand standards and
• ensuring that every interaction reflects the values and quality
• expectations of the organization.
• • Team Collaboration: Fostering teamwork and collaboration
• within the concierge team to collectively raise the bar on service
• quality and customer satisfaction.
• • Proactive Solutions: Anticipating potential issues and
• proactively offering solutions, aiming for preemptive customer
• satisfaction.
• • Continuous Learning: Encouraging a culture of learning and
• development within the team to refine skills, enhance product
• knowledge, and improve service delivery.
• • Performance Measurement: Utilizing metrics like NPS, call
• quality scores, and customer feedback to gauge service quality
• and identifying areas for improvement.

Principal

Accountabilities

Supporting Actions

Standard Operating

Procedures

• • Adhering to Standard Operating Procedures (SOPs):
• Diligently following prescribed protocols and procedures as
• outlined for consistent and standardized operations.
• • Punctual Check-in and Check-out: Ensuring on-time arrival
• and departure, adhering to designated working hours for
• efficient workflow management.
• • Attendance at Daily Briefings: Actively participating in daily
• briefings to stay updated on critical information and align with
• team objectives.
• • Continuous Training and Updates: Regularly attending and
• incorporating all provided training sessions and updates to
• enhance skills and knowledge.
• • Collaborative Teamwork: Working cohesively within the
• team, fostering collaboration to achieve collective goals and
• improve overall performance.
• • Ticket Resolution and Closure: Addressing tickets promptly
• and ensuring their resolution before closure, maintaining
• accuracy and completeness in task completion.
• • Interdepartmental Coordination: Effectively communicating
• and collaborating with different departments to facilitate
• timely and efficient customer issue resolutions.
• • Proactive Customer Follow-ups: Initiating proactive
• communication with customers to provide updates on their
• queries or issues, ensuring a seamless resolution experience.
• • Proactive Customer Retention: Employing proactive strategies
• to regain customer confidence and satisfaction, aiming to
• resolve concerns and prevent attrition.
• • Escalation Reporting: Promptly informing Team Managers
• about escalations, complaints, or detractors, ensuring swift
• action and resolution for critical issues.

• 4) Competencies
• Competency Behavioural Requirements
• Achievement
• Orientation

• Focuses on meeting specified KRAs. - Engages in and drives

individual projects for personal and team growth.

• Work Standards • Adheres to daily objectives, consistently delivering results. -
• Takes ownership of assigned responsibilities. - Collaborates
• effectively within the team.

Customer Relations

• • Educates customers on product knowledge for informed
• decisions. - Establishes strong interpersonal relationships by
• valuing and assisting individuals. - Handles upset customers by
• actively listening, empathizing, apologizing, and personally
• resolving their issues.

Team Work

• • Takes proactive steps to collaborate with colleagues,
• contributing to developing solutions for customers. - Leverages
• the team's strengths and explores opportunities for collective
• growth.

Interested candidate can speak/whatsapp on 7984648886