Senior Associate, Customer Experience

Job Information

• Number of Positions: 3
• Job Type: Full time
• Industry: ITES
• Work Experience: 5 - 7 years
• Location: Chennai

Responsibilities

• Respond to customer inquiries via chat and email in a timely and professional manner
• Provide expert guidance and support to chat, email and whatsapp support agents
• Resolve complex customer inquiries and escalations
• Develop and maintain knowledge base articles and resources
• Conduct training sessions for new and existing team members
• Analyse support trends and provide recommendations for process improvements
• Stay updated with industry trends, best practices, and regulations.
• Collaborate with stakeholders to identify areas for improvement and implement solutions.
• Collaborate with other departments to ensure a seamless customer experience
• Ensure compliance with company policies and procedures.
• Participate in meetings, workshops, and training sessions as required.
• Maintain accurate documentation and records related to the subject matter

Requirements

• Excellent communication and presentation skills
• Strong phone contact handling skills and active listening
• Ability to multitask, prioritise, and manage time effectively
• Ability to work under pressure
• Proven customer support experience or experience as a Client Service Representative
• Track record of over-achieving quota
• Excellent communication and presentation skills.
• Excellent analytical skills

Location Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.