Sr. Customer Service Associate

Location – Bangalore, Varthur

Consultant needs to handle Queries, Requests and Complaints from customers tactfully, provide excellent customer experience at every interaction and ensuring end to end resolution by taking complete ownership for the customer in every transaction. The goal is to achieve superior customer engagement and ensure a significant improvement in customer experience.

Qualification / Eligibility Criteria: (Pre-Requisite)

• Graduate (90%) and Under-Graduate (10%) in any stream
• 100% Graduate hiring is mandatory for all the BAU hiring and attrition backfill.
• Should have minimum 1 year of relevant work experience as a consultant.
• Language capabilities – English & Hindi (Written & Verbal) – one additional regional language Tamil/ Telugu/ Kannada/ Malayalam (preferable)
• Adhere Diversity ratio Male/Female – 60:40 ratio
• Consultants to be from relevant industry (telecom to be strictly avoided), preferably with International contact center experience.

Soft Skills:           

• Compassion - Understands and responds appropriately and respectfully to emotional components behind responses: Empathy and Apology
• Customer Centricity - The mindset of "highest value for the customer" always willingness to help, demonstrate ownership, and attention to details
• Composure - Stays calm under pressure: Courteous, and Professional
• Communication Proficiency - Ability to convey message effectively: Comprehension, Active Listening, Rate & Clarity of Speech, Conversational Ability
• Ability to understand the customer problem and provide solution or information as per company policies and process
• Ability to compose grammatically correct, concise, and accurate paragraph/essay/letter
• Good understanding of etiquette for written communication (both email and chat)
• Ability to speak in language as per the geography

Qualification / Eligibility Criteria: (Pre-Requisite)

• Graduate (90%) and Under-Graduate (10%) in any stream, exceptions to be approved only by Flipkart.
• 100% Graduate hiring is mandatory for all the BAU hiring and attrition backfill.
• Should have minimum 1 year of relevant work experience as a consultant. Any non-experienced candidate to be hired only post approval from Flipkart.
• Language capabilities – English & Hindi (Written & Verbal) – one additional regional language Tamil/ Telugu/ Kannada/ Malayalam (preferable)
• Adhere Diversity ratio Male/Female – 60:40 ratio
• Consultants to be from relevant industry (telecom to be strictly avoided), preferably with International contact center experience.

Soft Skills:           

• Compassion - Understands and responds appropriately and respectfully to emotional components behind responses: Empathy and Apology
• Customer Centricity - The mindset of "highest value for the customer" always willingness to help, demonstrate ownership, and attention to details
• Composure - Stays calm under pressure: Courteous, and Professional
• Communication Proficiency - Ability to convey message effectively: Comprehension, Active Listening, Rate & Clarity of Speech, Conversational Ability
• Ability to understand the customer problem and provide solution or information as per company policies and process
• Ability to compose grammatically correct, concise, and accurate paragraph/essay/letter
• Good understanding of etiquette for written communication (both email and chat)
• Ability to speak in language as per the geography