Senior Executive - Customer Delight

Senior Executive - Customer Delight (SWAT)

Location : Bangalore

WFO only

About the Position: The Swat Associate is the L2 solution provider for

customer's at Swiggy Platform. In addition to providing remarkable customer experience, the Swat Executive is expected to resolve customer concern via call, post identifying the root cause for the issue. The key expectation from the person handling this responsibility will be to improve brand image on such escalated calls & take absolute responsibility in managing and resolving the complaint end to end.

Roles and responsibilities :-

• Responsible to take the ownership of the resolution process for all

the 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 sand post order service.

• Responsible for customer satisfaction through effective handling of

customer problems.

• Work requires 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 decision

for revised goal settings, changing processes where required to mitigate root causes for the issues identified