2 - 7 years
5 - 11 Lacs
Posted:1 day ago|
Platform:
Work from Office
Full Time
List Management a. Maintain a list of pending tasks and open conversations b. Track closure time and customer satisfaction c. Appropriately mark conversation status d. Track vendor lists and update data on performance of each vendor 2. Ownership of customer query and task a. Ensure quick response and timely completion of task as assigned b. Consistent and timely follow up with users to ensure successful fulfilment c. Have a friendly and helpful demeanour towards customers d. Maintain and update customer profile e. Offer delight opportunities where appropriate 3. Task completion a. Provide estimate for TAT immediately upon receipt of task b. Provide answers/solutions from pre determined catalogue c. Refer to customer profile and order history for each task and customise d. Ensure lowest possible TAT 4. Vendor Management a. Provide vendor team consistent feedback on quality of vendors b. Escalate any vendor related issues to vendor team immediately
KRAs 1. High responsiveness
Crew Captain (L5)
2. Efficiency in taking and closing out requests 3. Strong adherence to SOPs 4. High customer satisfaction
KPIs: 1. First Response Time 2. Average Handle Time 3. Task Completion Rate 4. Compliance % with SOPs by request 5. Customer Satisfaction Score at request level
Uberlife Consulting
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