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Gurgaon

    Customer Support Specialist - Gurugram, India - noon

    noon
    noon Gurugram, India

    3 days ago

    Default job background
    Engineering / Architecture
    Description

    Customer Experience Specialist

    About noon

    is a technology leader with a simple mission: to be the best place to buy and sell things. In doing this we hope to accelerate the digital economy of the Middle East, empowering regional talent and businesses to meet the full range of consumers' online needs.

    noon operates without boundaries; we are aggressively and voraciously ambitious. Starting in 2017 with , the region's homegrown e-commerce platform and leading online shopping destination, noon is now a digital ecosystem of products and services - noon, noon Grocery, noon Food, NowNow, SIVVI, noon VIP, noon Pay and noon minutes.

    We are creating the Middle East's local digital champion and are looking for world-class talent to join our team.

    Job Description

    What are we looking for?

    We're looking for candidates who thrive in a fast-paced, dynamic start-up environment. We're searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over-reliance.

    Honesty is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your work.

    Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision.

    This is a full time work from office opportunity based out of Cyber Hub, Gurgaon.

    What will you do

    • Engage with customers via chat and make outbound calls to maintain and preserve customer experience.
    • Responsible for providing successful end-to-end resolution to customer complaints.
    • Identify critical cases that require faster closures and ensure the right resolutions are given on the cases keeping customer experience intact.
    • Identify potential trouble spots in cases requiring management attention and escalating to ensure closure of the cases are given the right resolution within the timelines.
    • Ability to sense customer annoyance and frustration from the conversation and contain the situation showing proactiveness, urgency and follow up with respective stakeholders for a resolution.
    • Should follow a deep dive approach - Complete analysis on case study before concluding any resolution.
    • Attention to detail and end-to-end understanding of processes and procedures in validating customer complaints and understanding complaint's criticality.
    • Accurately capture and document contact ticket data and maintain data integrity.
    • Follow up with other departments such as tech, commercial, and ground operations teams using different internal channels.
    • Sense of urgency while dealing with customer concerns and a very high level of responsibility in assuring all assigned tasks are handled in the utmost professional and timely manner.
    • A highly motivated and eager-to-learn attitude is a must. Should be ready to extend support as and when required by the business.
    • Create customer delight in every way

    Attributes to succeed in the role

    Skills experiences and behaviors required

    • Minimum 3 years of work experience in a customer support function, preferably in a fast-paced rapid growth environment.
    • Proven track record of achieving and exceeding customer expectations through customer-centricity, resilience, and resourcefulness.
    • Excellent communication skills (written and verbal) in English.
    • Minimum high school diploma required.
    • Need to be based out of Gurgaon or within 10-15 KMs from our office (office location DLF Epitome, Cyber City, Gurgaon)
    • Candidates with their conveyance will be preferred
    • Candidates must be flexible with their shift timings. Shifts could start early in the morning or end late at night.
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