Associate – Customer Success (Chats) – Apertum Online Pvt Ltd – Full Job Description
Company: Apertum Online Pvt Ltd
Location: Gurugram, Haryana
Job Type: Full-time
Salary: Full-time
Company Description: Apertum Online is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform, which serves millions of daily active users across the globe via technology and operations hubs in more than 10 countries and 3 continents. The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users and attract and retain them with a dynamic and flexible work life, which empowers them to create value and rewards them generously based upon their contribution. We have already built a capable and proven team of 450+ high achievers from a diverse set of backgrounds and we are looking for more talented individuals to drive further growth and contribute to the innovation, creativity and hard work that currently serves our users further via their grit and innovation.
Company Info Link: Apertum Online website
Address: Apertum Online – Gurugram Haryana Office address : 4th floor, Plot no.18, sector- 44. Gurugram Haryana 122003 India.
Job Description:
Role & Responsibilities:
- Handling customer queries on Web Chat and E-mails
- Educate current and potential customers with product and service information.
- Maintain accurate customer records.
- Identify and escalate priority issues to the Team Leader and Ops Team
- Actively participate in team meetings.
- Handle all queries in a polite, professional manner.
- Probe and troubleshoot customer queries and provide a suitable and satisfactory solution.
- Educate customers on services and processes.
- Achieve agreed KPIs and Objectives
- Adhere strictly to shift schedules.
- Adhere to laid down internal policies, procedures, and processes.
- Work collaboratively with the team.
Desired Candidate Profile:
- 1-5 years of experience in a similar role handling international non-voice processes (chats).
- Strong understanding of chat support, web chat, chat process, non-voice process, and international chat process.
- Excellent communication skills for effective interaction with customers over various channels.
- A bachelors degree from any stream if a Fresher
- Minimum HSC with a minimum of 6 months of relevant experience
- Good typing skill
- Passionate about customer care
- Able to work well under pressure and under minimum supervision.
- A fast learner who can work with set targets.
- Must be time flexible and able to work in a rotational shift system including public holidays and weekends
Qualifications:
- Role: Customer Success Associate
- Industry Type: BPO / Call Centre
- Department: Customer Success, Service & Operations
- Employment Type: Full Time, Permanent
- Role Category: Customer Success
- Education: UG: Graduation Not Required
Additional Information:
Perks and Benefits:
- Annual Performance Bonus
- Night Shift Allowance
- Overtime Payment
- Referral Hire Bonus
- Health and Life Insurance
- IT Asset provided
- 5 days working
- Paid leaves of 21 days (excluding 12 public holidays)
- Team fun activities
- Quarterly Team Outings