Experience: 1 Years to 3Years
Shift: Rotational Shift
Week Off: Rotational
Key responsibilities:
- Refund Processing: Efficiently handling refund requests, verifying eligibility, and ensuring accurate processing according to company policies.
- Customer Interaction: Engaging with customers seeking refunds, actively listening to their concerns, and providing clear explanations regarding refund policies.
- Handling Frustrated Customers: Identifying at-risk customers during refund requests, proactively reaching out to understand their dissatisfaction, and offering solutions to retain their business.
- Retention Strategies: Implementing targeted retention programs like loyalty offers, exclusive deals, or product upgrades to incentivize customers to stay.
- Customer Feedback Analysis: Analyzing customer feedback from refund interactions to identify trends and areas for improvement in products, services, or customer service processes. Data Management: Maintaining accurate records of refund requests, customer interactions, and key retention metrics within the CRM system.
- Escalation Management: Handling complex refund disputes or escalated customer issues, collaborating with relevant departments to find effective resolutions.
Required Skills:
- Excellent Communication Skills: Ability to clearly explain policies, address customer concerns, and build rapport with customers.
- Problem-Solving Skills: Identifying root causes of customer dissatisfaction and providing practical solutions to resolve issues.
- Customer Focus: Prioritizing customer satisfaction and actively seeking ways to exceed their expectations.
- Analytical Skills: Analyzing data to identify customer trends and patterns to inform retention strategies.
- CRM Proficiency: Expertise in using customer relationship management systems to track customer interactions and manage data effectively.
Job Types: Full-time, Permanent
Pay: Up to ₹20,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person