Sr. Customer Service Associate

Job Description

  • Job Title Call Centre / CustomerService


Immediate Joiners Only (Max 30 Days)

Job Title : Sr. Customer Service Associate

Job Experience : 2 to 6 years

CTC : 10.5 LPA

Jobs Responsibilities :

Senior Customer Service Associate will be responsible for maintaining/ enhancing customer relationships, ensuring Complex customer deliverables and queries are turned around efficiently using the proprietary platforms. The job will focus on customer support through the quality of deliverables, use of CSO/ MSD for task triaging and resolving customer requests and queries, and consistent review stipulated customer success metrics to drive satisfactory customer experience. Identify emerging customer queries and quality trends for product/ process improvement.

Exposure to Overseas Markets
Process Management Experience
Process Improvement Experience
Track record of Handling Big Data
Data Visualization Experience (Dashboarding)
Software Skills (Power BI/R/Python/Advanced Excel/SPSS/SAS/Tableau/ RPA/ UI Path, VBA etc.)
Exposure to Primary Research
Exposure to secondary Research (using secondary sources of Data)
Exposure to CPG Industry
Presentation Skills
Keen interest in FMCG sector
Proven experience working as a client servicing
Strong analytical and problem-solving skills
Coordinate internal processes and determine the best utilization of resources to increase client satisfaction
Encourage revenue growth by inspiring clients for additional services
Become the reliable point of contact for each customer that is required to establish a strong business relationship
Tracks competition and other information that will be of value to your clients.
Develops an understanding of how to work with clients and experts including communication, time tracking, monthly reports, etc. and works with team to ensure they are delivered on time.
Ensures all work is completed in a timely manner and produced to the highest possible standard.

Little Bit About You

A Senior Customer Service Associate will manage customers of a big market or cluster of NIQ markets and will be responsible for Complex deliverables / queries / requests - He/she should be capable of influencing and managing customer expectations. S/he is expected to identify, investigate and co-ordinate the resolution of data, process or product/ process related changes and queries and also be the point of contact for designated Markets which also needs to be solved in an efficient and customer focused manner.

Skills Required:

Post PG qualification 2+ years' experience in analytics environment, carrying out data analytics, data management,
Experience of client management in order to deal with day-to-day servicing nuances.
Ability to proactively understand client's requirement and identify opportunities for Product/ process improvements.
Project management aptitude (critical path, task sequencing, problem solving, etc.)
Good organization skills, meeting deadlines, and team player.
Good communication & interpersonal skills, and high energy
Gauge customer sentiments and act according to defined protocols
Ability to translate technical details from different customer contexts
Troubleshooting using Influencing skills
Ability to multi tasks and Workload management skills.

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