Customer Experience Associate

KRA :

1. Handling Inbound Support tickets and solving the queries to the User’s satisfaction

2. Handling Inbound Support Chats and solving the queries to the User’s satisfaction

3. Reporting bugs/issues flagged by the Users to the Product team

4. Following defined SLAs for Customer Support

KPI :

1. Avg. First Response time on support tickets

2. Avg resolution time

3. Rating provided by the Users

4. High Customer Satisfaction Score

5. 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