A key role in our Swiggy Store process is for providing customer satisfaction across India.
This role will work within the customer care team and would require coordination with internal teams like sales and marketing from time to time in order to solve customer’s product and campaign-related queries.
One key expectation from the person handling this responsibility will be to improve brand image on complaints and grievance handling mechanism.
Responsibilities and Duties
Responsible for coordinating and offer end to end chat support to customers/internal teams pre, during and post-order support.
Performs work in accordance with standardized policies and procedures.
Responsible for customer satisfaction through effective handling of customer problems, gathering feedback and contributing to RCA.
Work requires a strong analytical ability to resolve complex issues in addition to effective written skills
Required Experience, Skills and Qualifications
Graduate 0r undergraduate preferably from a technical stream( B. Tech/BCA) with a gap of 1-2 years. Prior experience of>= 0.5 years in chat domain will be an added advantage.
Bilingual English/Hindi with proficiency in both languages, third language proficiency is added advantage
Intermediate MS Office applications specifically Excel (preferably)
Extremely passionate about customers with the ability to effectively communicate information in written format. Someone who can express themselves effortlessly in a lucid manner.
Solution oriented approach and instant decision making capability.
Ownership and multitasking.
Ability to interpret non-verbal cues and the ability to mitigate conflicts.
Customer focused & service recovery-oriented approach.
Excellent communication skills - verbal and written.
Willingness to work in shifts (Flexible to work in 24 x 7 environment)
Founded in 2014, Swiggy is India’s largest food delivery platform with over 70,000 restaurant partners spread across 29 cities. Using innovative technology, the platform provides a hassle-free, fast and reliable delivery experience. Every order delivered by Swiggy’s fleet, the largest in India, ensures a host of customer-centric features like lightning fast delivery, no minimum order value, live order tracking and 24/7 customer support.
Our primary focus is on customer experience thereby making our engagement metrics pretty uncanny for this industry. If you're crazy about solving problems that you face as a customer, come join us on this amazing ride!