Job Description

Kra

Customer Experience Associate - For Unilever Project

  • Handling Inbound Support tickets and solving the queries to the User's satisfaction
  • Handling Inbound Support Chats and solving the queries to the User's satisfaction
  • Reporting bugs/issues flagged by the Users to the Product team
  • Following defined SLAs for Customer Support

Kpi

  • Avg. First Response time on support tickets
  • Avg resolution time
  • Rating provided by the Users
  • High Customer Satisfaction Score
  • High NPS Score

Key Skill Required

Good Communication skills

Video creation skills, good to have.

Knowledge of Excel, Support tools like Freshdesk etc good to have

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