Job Summary

About the Position: 

The Swat Associate is the L2 solution provider for customers at the Company Platform. In addition to providing a remarkable customer experience, the Swat Executive is expected to resolve customer concerns via call and post by identifying the root cause of the issue.

The key expectation from the person handling this responsibility will be to improve the brand image on such escalated calls & take absolute responsibility in managing and resolving the complaint end to end. 

What you will do (Roles and responsibilities):– 

• Responsible to take ownership of the resolution process for all customer issues. 
• To build a strong relationship with customers and resolve the queries through calls within the assigned TAT. 
• Maintains high-performance metrics such as quality, productivity, first contact resolution, and attendance. Responsible for providing service support for customers on pre-order and post-order service. 
• Responsible for customer satisfaction through effective handling of customer problems. 
• Work requires a strong analytical ability to resolve complex issues in addition to effective voice /written skills. 
• Accurately document all customer issues via emails and customer support tools, adhere to the process, and follow up timely. 
• Analytical thinking to study performance trends and take decisions for revised goal settings and changing processes were required to mitigate the root causes of the issues identified

 What do you need (Desired skills): 

1. Experience of having worked with Escalations team / L2/L3 support is a must 

2. Open for relocation to Bangalore 

3. Preferably a graduate with excellent written and communication skills. 

4. Candidate to be open to work on different channels of communication (Voice/Chat/Emails) 

• Shifts/ cab facility – For Evening and Night shifts only 
• Rotational shifts and rotational weekly off 
• Work from Office-Roopena Agrahara, Hosur Road, Bangalore 
• Languages: English & Hindi
• First-round will be an online test 
• Candidates should have a laptop with a working camera and earphones/headphones to take the test.