Job Description

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

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