Executive Customer Experience

Roles & Responsibilities

• Primarily handling merchant escalated cases daily.
• Working with the internal stakeholders to extract the resolution.
• Identify opportunities for process improvement, considering the merchant and partner experiences.
• Proactively help to resolve merchant concerns in a timely, professional and positive manner, escalating issues to the next level or other internal stakeholders, as needed.
• If required need to connect with the merchants via phone or non-voice channels, to understand and work on the case efficiently and effectively.
• Flexible to take up extra initiative or additional work as per the organizational requirement.
• Connecting with customers via call / mail to address their queries.
• Manage backend operational processes to support customer service delivery.
• Provide exceptional customer service by addressing concerns and following up on ticket status.
• Ensure high levels of customer satisfaction through professional and courteous communication.
• Collaborate with internal teams to escalate and resolve complex issues.
• Prioritize and handle tickets efficiently, ensuring timely resolution.
  
  

• Bachelor’s degree in any Stream.
• A min. experience of 1 year.
• Should be proficient with MS Office.
• Candidates with relevant (Merchant Helpdesk / Customer Experience) preferred.
• Exceptional writing and editing skills combined with strong presentation and public speaking skills.