Customer Happiness Executive

Customer Happiness Executive

We're looking for a dedicated Customer Happiness Executive to join our team at Mosaic Wellness. In this role, you'll be the primary point of contact for our B2C/B2B customers, providing exceptional support and resolving queries related to our Man Matters (MM), Be Bodywise (BB), and Little Joys (LJ) products through chat and voice channels. Your goal is to ensure outstanding customer experiences and contribute to continuous improvement.

Key Responsibilities:

• Receive and respond to inbound chat, call, and email queries from customers, covering both pre- and post-booking inquiries for MM/BB/LJ products.
• Resolve customer service issues with the highest quality, adhering to established metrics and standards.
• Accurately document all customer queries and complaints using our CRM and proprietary tools.
• Follow up with customers via chat, call, and email for pending or escalated issues, ensuring timely resolution.
• Communicate clearly and effectively with customers, demonstrating empathy and understanding.
• Deliver outstanding customer experience to every customer interaction.
• Provide feedback on process improvements to team leaders and managers to optimize customer service.
• Maintain high productivity, focusing on the number of chats handled, resolution time, and first response time.
• Ensure high quality in interactions, reflected in CSAT (Customer Satisfaction) and quality scores.

Required Skills:

• Strong written and spoken English & Hindi (as per specified typing speed and accuracy guidelines).
• Ability to multi-task between multiple platforms as and when required.
• Excellent communication skills to interact clearly and effectively with customers.
• Problem-solving abilities to resolve customer issues efficiently.

Qualifications & Experience:

• Graduate / Diploma (10 + 2 + 3 / 10 + 3) / Undergraduate (10 + 2).
• Minimum of 3-6 months experience in an Inbound Customer Service environment.
• Preference for candidates with at least 3-6 months experience answering voice, chats, or emails in a customer service process.
• Additional language proficiency in Tamil, Telugu, Malayalam, Kannada, Bengali, or Punjabi will be an added advantage.