Posted Jun 08, 2020 5 views
The complaint management team (CMT) is custodians of Excellent Buyer/ Sellers experience across all user touch points to cater Complaints/ Queries/ App Reviews as per defined guidelines.
Complaint Management team is using Zendesk Tool to manage below:
Browser / Seller’s queries & complaints. Legal / Copyright complaints.
Correspondence with FIA Cybercrime.
Through below channels:
- Email, Facebook, Web contact form, Twitter, Chat with us, App Reviews, Inbound and Outbound.
- Target is to deliver best User Experience via good soft Skills & sharp senses to gauge User pain points
- As per need suggest User defined troubleshooting in case of complaint. If required escalate to respective POCs.
- Regular follow-up to ensure Loop closure & good User Experience (UX).
- Ensure high standard of courtesy and commitment to issue resolution.
- It is critical that at the end of interaction, relevant User Pain Point is selected in Zendesk.
- Ensure to maintain balance between Quality of interaction & Average Handle Time as defined by Management.
- Raise the Red Flags/ Suggestions/ Concerns to relevant Team in timely manner.
- Legal/ Copyright/ Technical issues to be raised immediately to relevant Team to avoid any concern and take appropriate actions, as required, upon receiving the verdict from the client.
- For App Review, CMEs review the comments/ posts received and reply to the users, with rating 5* Star (5-Stars) and lesser.
- It is also expected that the team identifies any improvement areas and/ or bring forth any anomalies/ concerns to improve the overall system/ Policies/ UI/UX for the website.
Qualification And Skills:
- Minimum Graduate
- 06 month or 1 Year E-commerce experience (Preferable)
- Minimum 1 Year of CS / Call Center experience [Preferable].
- Should be able to multi task
Job Details
Zameen Media (Pvt) Limited
Zameen has single-handedly revolutionized real estate buying and selling in Pakistan. Zameen was the First Pakistan Property Portal that presented state of the art services and features for Pakistan real estate agents, buyers and sellers alike. Since 2006, Zameen has been the primary choice for people looking to invest, buy, sell, or rent properties in all major cities of Pakistan.
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