Customer Experience Officer

Job Summary

We are seeking customer support associates that can help us continue providing exceptional customer support. We're growing very rapidly, and we wish to bring you to our team to help us provide our customers with the best support -they deserve the best, and that's what we strive for.

Responsibilities

• To communicate with users via chat, email, and phone within the expected turn-around time (the communication will primarily be in English - Being good at other languages is a bonus).
• To acknowledge and resolve all customer queries, complaints, and issues.
• To communicate users' problems with other departments and ensure that the problem is solved.
• To maintain a positive, empathetic, and professional attitude toward customers at all times.
• To know our products thoroughly, and keep yourself updated with all the changes that take place in them.
• To note any feedback provided by the user, and to pass it to the relevant team.
• To ensure high customer satisfaction
• To sit with the relevant departments to understand all Niyo processes.
• To ensure that you are meeting all our SLAs (responding in time, maintaining a high customer satisfaction rate, etc).

Job Requirements

• High school diploma, general education degree (at least a bachelor's degree).
• Work experience in a customer support role is preferred but not mandatory (we are open to considering Freshers, or people with other backgrounds too).
• Excellent communication skills (verbal and written) - You should be proficient in English. Being proficient in more than one language is an advantage.
• Good listening skills and a high level of empathy - you should be willing to listen to the customers, understand their problems, and have the right attitude to help them.
• Good problem-solving skills - you should have the ability to quickly understand the problem, coordinate with the right people, and resolve the problem.
• Honesty and Commitment - acknowledge when you do not know something, learn about the product, about the processes, follow up whenever required, etc.
• Ability to multitask, learn from peers, and also take initiative.

Work Timings

• We provide 24/7 support to all our customers. Your work timings will depend on the roster that is created for you.
• You will be required to work 9-hour shifts, with rotational weekly holidays.

Work Location

You will be required to work from our Bangalore office. This is not a remote role.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.