ZoloStays off campus drive 2023 | Associate - Customer Delight

2023-10-31 Click here to join our placement whatsapp group

Zolo is always evolving. We believe in constantly raising the bar and pushing ourselves to new heights. This means that we are always looking for ways to improve and innovate, whether it is through new technology, better design, or more efficient processes. By embracing this principle, we have become one of the most dynamic and forward-thinking companies in the coliving industry.

We are seeking a dedicated and detail-oriented Customer Support (Non-Voice) Representative to provide exceptional support to our customers through various non-voice communication channels. This role will primarily focus on working with CRM systems, emails, ticketing, and requires a strong aptitude for math and calculations. Your responsibilities will include addressing service complaints and requests, handling grievances, analyzing customer data, and enhancing overall customer satisfaction.

 

Your role in detail

• CRM Management: Effectively utilize Customer Relationship Management (CRM) systems to access and update customer information, ensuring accurate and efficient service delivery.

• Email and Ticketing Support: Respond to customer inquiries, complaints, and service requests through email and ticketing systems. Provide timely and professional responses to resolve issues and address customer needs.

• Strong Analytical Skills: Utilize data analysis tools to extract valuable insights on grievance response times, trends, and specific customer requirements. Use data to drive continuous improvement in customer support processes.

• Service Complaints and Requests: Handle service complaints and requests by thoroughly understanding customer problems and providing appropriate solutions. Ensure a high level of customer satisfaction through effective communication and issue resolution.

• Grievance Handling: Effectively address customer grievances and escalations, demonstrating empathy and a commitment to resolving their issues promptly.

• Cross-Team Collaboration: Collaborate with relevant teams to ensure all grievances are addressed within service level agreements (SLAs). Actively work with other departments to minimize future occurrences of similar grievances.

• Customer Satisfaction Enhancement: Proactively identify opportunities to enhance the overall customer experience by addressing root causes of grievances and implementing preventive measures.

• Documentation and Reporting: Maintain accurate records of customer grievances, resolutions, and follow-up actions. Generate detailed reports to track and monitor grievance handling performance, highlighting areas for improvement.

 

What will you learn while at Zolo?

• Growth mindset: Join a company that constantly raises the bar and pushes itself to new heights, fostering a culture of continuous improvement and innovation.

• Entrepreneurial thinking: Embrace the opportunity to think like an owner, taking ownership of projects and contributing to the growth and success of the company.

• Leadership and mentorship opportunities: Grow your leadership skills by taking on responsibilities and mentoring junior team members, fostering a culture of knowledge sharing and development.

• Co-living industry expertise: Gain valuable knowledge and experience in the dynamic and rapidly growing co-living industry, shaping the future of shared living spaces.

• Cross-functional collaboration: Collaborate with diverse teams and departments, fostering a multidisciplinary approach to problem-solving and expanding your professional network.

• Agile work environment: Thrive in a fast-paced and dynamic work environment, where adaptability and flexibility are key to success.

• Process optimization: Contribute to streamlining and improving operational processes, learning best practices and enhancing efficiency.

• Data-driven decision making: Develop skills in analyzing and interpreting data to drive informed decision-making, contributing to the company's strategic initiatives.

 

What qualifications can enhance the chances of shortlisting?

• Male candidates only

• Strong written communication skills.

• Excellent math and analytical abilities for data analysis and insights.

• Customer-oriented mindset with a focus on problem-solving.

• Detail-oriented with a commitment to maintaining accurate records.

• Previous experience in non-voice customer support or a similar role is a plus.

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