Job Description

What you will do:
\xe2\x97\x8f Replying to email queries, requests, concerns, and Google Play Store reviews on behalf of OLX
\xe2\x97\x8f Call customer as per the process as and when required
\xe2\x97\x8f Call dealers to capture their experience on the planform, and share the insights basis the
interaction
\xe2\x97\x8f Ensuring quality responses to all queries and complaints; maintaining and adhering to quality
standards as per laid down SOPs
\xe2\x97\x8f Acknowledging and resolving customer complaints on priority
\xe2\x97\x8f Following first time right approach in providing accurate resolution and reducing re-open cases
\xe2\x97\x8f Maintaining the first response time within defined SLAs for Email and Social Media tickets
\xe2\x97\x8f Ensuring customer satisfaction on responses and limiting dissatisfaction
\xe2\x97\x8f Maintaining a positive, empathetic, and professional attitude toward customers at all times
\xe2\x97\x8f Communicating and coordinating with colleagues, as necessary
\xe2\x97\x8f Knowing OLX products inside and out so that you can answer questions
\xe2\x97\x8f To manage social media (Facebook, Twitter, Instagram) and App queries as per the SLAs
\xe2\x97\x8f To manage all daily tasks and duties related to the process with strict compliance to guidelines
\xe2\x97\x8f Be flexible as per the business requirement subject to over time during offs, festivals and 24/7
shifts
What we are looking for:
\xe2\x97\x8f 1+ years experience in the same field.
\xe2\x97\x8f Excellent written and verbal skills.
\xe2\x97\x8f Strong customer service skills and a demonstrated ability to take initiative and be professionally
persistent
\xe2\x97\x8f Working knowledge of CRM tools would be an added advantage
\xe2\x97\x8f Must possess ability to navigate multiple systems at once and multi-task

Rocket