The Opportunity:
What Are We Looking For:
You will thrive in MostEdge if you have:
- Values of customer first, service excellence, keeping it simple, teamwork, urgency.
- Student of the market and is in tune with what is happening around them.
- Passion for doing something amazing and let others achieve the same.
- Commitment to making something happen and inspiring others.
- Ability to learn fast and recognize there is an invisible line between success and short comings.
- Mindset of not giving up...help team completing things today vs. tomorrow.
- Drive and excitement for working in a fast-paced environment.
- The desire to work collaboratively with a tight knit but quickly growing team.
- Flexibility, humility, and a sense of humour
KEY RESPONSIBILITIES:
Accountability:
- Installation and walk through guidance of the support software for effective workflow of the Stores.
- Provide advanced support to c-store customers via phone, email, and live chat, addressing inquiries and resolving issues related to POS systems, back-office solutions, hardware, network, and other services.
- Utilize language skills (English, Hindi) to communicate effectively with a diverse customer base.
- Diagnose and troubleshoot complex technical problems, guiding customers through step-by-step solutions.
- Escalate critical issues to higher-level support teams and ensure a seamless resolution process.
- Maintain detailed records of customer interactions, including inquiries, issues, and resolutions in the CRM system.
- Monitor and manage customer service tickets, ensuring timely follow-up and resolution.
- Collaborate with internal teams (e.g., technical support, product development) to provide comprehensive solutions to customer problems.
- Mentor and assist other customer service representatives, providing guidance and support as needed.
- Continuously update knowledge of company products and services to provide accurate information and support.
- Participate in training sessions and workshops to improve customer service skills and technical knowledge.
- Contribute to the development and improvement of customer service processes and resources.
Scope:
- Respond to customer inquiries across channels—phone, email, chat, and social media. Provide accurate information on products, technical issues, and more.
- Troubleshoot problems, resolve complaints, and escalate complex cases to relevant teams or management when needed.
- Assist with onboarding, explain product features, offer best-practice usage tips, and support technical troubleshooting
- Log interactions, resolutions, and follow-up steps in CRM/helpdesk systems for future reference and quality control
Outcomes:
- Aim to resolve customer inquiries on the first interaction.
- Reduce the need for repeat contacts or escalations.
- Handle calls, emails, or chats efficiently without compromising quality.
- Meet predefined time benchmarks while maintaining accuracy.
- Convert negative experiences into positive outcomes.
- Help improve customer lifetime value through excellent service.
Qualifications:
- Education: Diploma or Bachelor’s degree(Any)
- Experience:
- 1 years of experience in international voice process.
- Strong understanding of retail operations, consumer behavior.
Job Type: Full-time
Benefits:
- Health insurance
- Life insurance
- Paid sick time
- Provident Fund
Work Location: In person
