At GoKhana, we’re proud to offer innovative products that meet the needs and wants of our corporate clients, their employees and our food catering partners. To help us continue to grow our offerings, we’re in search of an executive - customer support who will be the direct connection between the customer and the company.
They need to identify problems, analyze situations, and find appropriate solutions. They should be resourceful, proactive, and able to think critically to resolve customer issues effectively.
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.
Prerequisites:
- 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 solid presentation and public speaking skills.