Job Description

Job purpose & responsibilities

• Understanding of 75F products and various solutions catered to the customers.
• Handle customer queries of 75F. Keeping the customer engaged throughout the lifecycle and creating customer delight.
• Receive, track and monitor call arriving at the 75F Toll Free #.
• Closure of customer tickets within SLA.

• Regularly engage with the customers for seeking feedback and for identifying areas of improvement.
• Maintain a high standard of quality in interacting with the customers and resolution of queries
• Liaise with internal stakeholders and partners to get the customer's query resolved
• Working with customer data, addressing and resolution of customer queries, feedback, and troubleshooting problems with data.
• Publishing MIS and dashboards with respect to SLAs

• Support in preparing SOPs/process notes for all existing and proposed activities within the function

• Graduation/ Post Graduation from a reputed university

• Should be courteous and polite with excellent communication skills (Written and Verbal)
• Excellent documentation skills
• Computer and mobile savvy with proficiency in MS office Tools
• Willingness and eagerness to work in a high-pressure fast-growing environment

• Data analysis skills - Ability to interpret data and reports for business requirements
• Strong interpersonal and soft skills
• Good team player, should have the capability to collaborate with customers to collect information and enable closure of tickets
• Should be self-driven, creative and should have out of the box approach

• Should have 3- 5 years relevant work experience customer support/call centre or a similar function at scale.
• Should have worked in the Customer Support function with the Banking/Telecom/e-Commerce/consumer durable companies for majority of his/her career.
• Proven track record of success & delivery in a highly competitive environment.
• Should have worked with large/medium Indian or multinational organizations.

75F APAC