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Customer Relations Executive - ACX
Helius Technologies —India
- Rotational shift
- Customer service
- English
- Microsoft Office

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Customer Relations Executive - ACX
Helius Technologies —India
The position exists in order to represent the business in assisting, responding and resolving customer issues via the service journey (self service and chatbot)…

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Customer Relations Executive - ACX

Helius Technologies -
India

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Job details

Qualifications

Customer service
English
Microsoft Office
E-Commerce
Tableau
Analysis skills
Macros
VBA
Diploma
Communication skills

Full job description

The position exists in order to represent the business in assisting, responding and resolving customer issues via the service journey (self service and chatbot) with the objective of ensuring a positive customer experience and satisfaction by providing a quality level of service consistent with accurate information and in a timely manner within the limits of the customer service policies and procedures, service quality guidelines, business rules and license regulations.

Job Description:
1. Customer Servicing

Assist, respond, assess, record, escalate and resolve customers' requests, queries, concerns and complaints in order to address questions and help create positive customer experience by providing quality level of service consistently with accurate information and in a timely manner.

2. Encourage Self-service

Identify, suggest, inform and provide self service answers within the chatbot best suited to the customers needs in order to increase engagement and containment of customers within the chatbot and to encourage self service actions leading to reduced reliance on manual workflows.

3. Content Validation

Reads, comprehend, compose, translate, validate, review and maintain communication contents from business to customers

4. Data Analysis and Reporting

Reads, comprehends and analyses data from systems
Data Accuracy Validation, Heatmaps and data trends in GA/Matomo/Tableau

Job Requirements

Diploma in any field with Customer Service Experience
General knowledge of e-commerce business with understanding of good customer service
Integrity, Innovative, Customer Centric mindset, Attention to detail, Outstanding communication skills, Experience in customer service is essential
Good time management with ability to work under pressure for a results-oriented approach
Willingness to work on rotating shift
Proficient in native language (Vietnamese); good knowledge of English

is a definite plus

Working knowledge in MS Office
Basic analytical / information gathering skills
Understands workflow process and improvements
Tech savvy with service support softwares and relevant computer programs
Basic coding knowledge such as VBA, macros

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