Customer Delight Associate

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About company

One of India's top platforms for audio content, Uku FM provides a variety of spoken-word entertainment, such as podcasts, audiobooks, self-help materials, inspirational speeches, and instructional programs. To serve a wide range of users, the website supports several Indian languages, including Hindi, Marathi, Bengali, Tamil, Telugu, and more.

Job description

• Answer consumer questions promptly and expertly via live chat, email, and social media (DMs/comments). If and when it is necessary, outcall the customers.
• Provide concise, precise, and sympathetic answers to user concerns or comments.
• Recognize and resolve typical problems with subscriptions, content access, and app operation.

• When necessary, escalate technical or unresolved concerns to the appropriate internal teams.

• Throughout all consumer communications, keep your tone upbeat and adhere to your brand's voice.

• Find trends in consumer reviews and mark them for internal enhancements.

• Using internal tools, keep track of user interactions, remarks, and problems.

Requirements

• one to three years of experience working in customer service or a similar position.

• strong communication abilities in writing in Hindi and English.

• Proficiency in responding to inquiries via live chat, email, and social networking platforms (such as Instagram, Twitter, and others).

• It is advantageous to have a basic understanding of ticketing systems and customer support solutions, such as Freshdesk, Freshchat, Yellow, or Nugget.

• the capacity to efficiently prioritize, multitask, and manage time in a hectic setting.

• Strong team player, solution-oriented, and sympathetic.

• Willingness to work in shifts, including on public holidays or weekends as necessary

Role: Customer Success Associate

Industry Type: Film / Music / Entertainment

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Customer Success

Education

UG: Any Graduate

PG: Any Postgraduate

Key Skills

Skills highlighted with STAR are preferred key skills

Conclusion

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