Qualification:Preferably graduate with schooling completed in A or O Levels from a reputable school.
1) Looking after all incoming complaints on email or SMS on zendesk where complaints are being ticketed as open tickets and responding to customers instantly by feeling their pain and help them in resolution of their complaints by giving them a call and similarly replying them on email / SMS requesting them to respond to customer satisfaction survey;
2) Managing incoming online chat and responding to customers instantly and help them in placing their order by giving a call to them and similarly replying on chat requesting them to respond to customer satisfaction survey;
3) KPI is to response on all open tickets maximum within an hour of their complaint being lodged during working hours. Response means fully understanding the nature of complaint being lodged and giving complete answers to customer complaints including order tracking (internally or through assigned courier company) and any request for exchange or refund which must be completely documented and responded after obtaining all necessary apporvals;
4) Must ensure that open tickets lodged during Sundays or holidays are also responded back to customers in not more than 12 hours;
5) Open tickets (Email + SMS) at any given point of time should not be more than 20;
6) Must have patience and tolerance to bear customers annoyance and respond them to satisfy their concern;
7) Must ensure that customer satisfaction ratings on zendesk is not lower than 80%
8) Amicably close zendesk open tickets maximum within 24 hours.
Skills
Job Details
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