About the role
As a Customer Experience Associate, you will be the voice and personality. You will handle real-time queries through calls and chat, ensuring our users receive the same speed in support that they get in their deliveries.
Responsibilities:
- Omnichannel Support: Manage high-volume inbound calls and live chats with professionalism and wit.
- Order Management: Assist customers with order tracking, 60-minute delivery updates, and Try and Buy queries.
- Problem Solving: Resolve issues related to payments, refunds, and returns efficiently to maintain high CSAT scores.
- Product Expertise: Stay updated on the latest fashion trends and brands on the Slikk app to provide style advice or product info.
- Coordination: Work closely with the logistics and dark store teams to resolve last-mile delivery hurdles.
Requirements:
- Bachelor's Degree: Highly preferred.
- 10+2 (Higher Secondary): Considered only as an exception if the candidate has 2+ years of solid experience in the e-commerce industry.
- Experience: Minimum of 6 months of experience in a customer-facing role.
- Experience in e-commerce or quick commerce is a strong advantage.
Language Proficiency:
- English and Hindi: Must be fluent (both written and spoken).
- Kannada: Optional but highly preferred, considering Bangalore-based operations.
Technical Skills:
- Typing speed of at least 25 words per minute (WPM) with high accuracy.
- Comfortable using CRM tools, Google Sheets, and chat-based support dashboards.
Soft Skills:
- Strong customer-first mindset.
- Ability to remain calm under pressure.
- Effective communication skills, especially with a younger, trend-conscious audience.