Customer Happiness Executive

Job Summary:
Role of a CHE Chat/Voice is to answer queries received via chat platform from our B2C/B2B customers and assist them with queries pertaining to our MM/BB/LJ products.

Core Responsibilities:

• Receive inbound chat/call/email queries for MM/BB/LJ pre & post booking from the customers.
• Respond to and resolve for customer service issues with the highest quality and as per the metrics put in place.
• Document all chats/calls with regards to customer queries/complaints accurately using CRM and our Proprietary tool.
• Follow up (Chat, Call and Email) with customers in case of pending / escalated issues.
• Communicate clearly and effectively with customers.
• Deliver Outstanding Customer Experience to each and every Customer who has called in.
• Provide process improvement feedback to team leaders and managers, so that we can do the best for the customer.
• Productivity
  • Number of chats handled, resolution time, first response time.
• Quality
  • CSAT, Quality score.

• Graduate / Diploma (10 + 2 + 3 / 10 + 3) / Undergraduate (10 + 2)
• Written and Spoken English & Hindi based on the following guidelines:
  • Typing Speed 30 WPM with 85% Accuracy
• Testing Methodology – MSR on Grammar, Spelling Punctuation & Passage Reconstruction testing
• Additional language – Tamil, Telugu, Malayalam, Kannada, Bengali & Punjabi will be an add on advantage.