Alliance Recruitment Agency
Full Job Description
Job Title: Customer Service Executive, India
Direct Report To: Head of Operations, India
Location: Bangalore, India
Salary Budget: 3 lakhs per annum to 5 lakhs per annum
Call Centre and Customer Service Support
Attend to inbound calls from members/customers in a timely manner.
Follow up with members/customers to resolve issues within established timeframes.
Track, manage, and resolve tickets raised by customers/members as per the defined process and TAT.
Resolving member/customer queries/issues and providing quality inputs
Provide quality solutions and inputs to customers/members.
Handle queries/calls patiently and manage escalations with urgency and priority.
Maintain TAT on ticket replies to prevent escalations.
Follow up with internal stakeholders on escalated cases and highlighted issues.
Proactively update members on compliance, regulatory requirements, and company policies.
Customer Retention and driving promotions
Engage with product and opportunity-based leads to ensure sales for revenue generation.
Promote editions and monthly promotions while resolving member issues.
Take the lead in improving SOPs, processes, and building expertise in back-end systems and tools.
Address hardware and software-related issues to reduce returns and replacements.
Collaborate with logistics team for timely dispatch and delivery of products.
Resolve product-based queries or issues to ensure member retention.
Go-getter- Proactively build knowledge and expertise
Participate in internal meetings, events, and training sessions to improve process understanding and deliverables.
Stay updated with important announcements and engage in workshops and trainings on business model, compensation plan, and product-based sessions.
Focus on improving soft skills, TAT, escalation handling, and process enhancements.
Customer delight and being empathetic
Relate to customer queries/issues and show empathy towards customers.
Provide prompt, relevant, and accurate information or solutions within agreed timeframes.
Display professionalism, politeness, and friendliness towards customers, with a commitment to customer delight.
Regular reports and formats
Prepare daily/weekly/monthly reports related to key processes and deliverables.
Engage with internal stakeholders for updated and accurate data sourcing.
Build reporting formats for quality output.
Analytical Thinking and Team Player
Demonstrate analytical thinking by understanding critical issues and asking relevant questions.
Collect usable data, facts, figures, and experiences to build quality mechanisms.
Differentiate relevant and irrelevant information for effective problem-solving.
Build rapport with internal stakeholders and proactively extend help to colleagues to share the workload.
Business Integrity and Ethics
Adhere to the company's mission, vision, and values while conducting with internal and external stakeholders.
Interested candidates can directly contact me at email@example.com or 92581-91512(WhatsApp/Call)
Job Types: Full-time, Regular / Permanent
Salary: ₹300,000.00 - ₹500,000.00 per year
Supplemental pay types:
Ability to commute/relocate:
Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)
Higher Secondary(12th Pass) (Preferred)
Customer service: 1 year (Preferred)