What you will do:
● Replying to email queries, requests, concerns, and Google Play Store reviews on behalf of OLX
● Call customer as per the process as and when required
● Call dealers to capture their experience on the planform, and share the insights basis the
interaction
● Ensuring quality responses to all queries and complaints; maintaining and adhering to quality
standards as per laid down SOPs
● Acknowledging and resolving customer complaints on priority
● Following first time right approach in providing accurate resolution and reducing re-open cases
● Maintaining the first response time within defined SLAs for Email and Social Media tickets
● Ensuring customer satisfaction on responses and limiting dissatisfaction
● Maintaining a positive, empathetic, and professional attitude toward customers at all times
● Communicating and coordinating with colleagues, as necessary
● Knowing OLX products inside and out so that you can answer questions
● To manage social media (Facebook, Twitter, Instagram) and App queries as per the SLAs
● To manage all daily tasks and duties related to the process with strict compliance to guidelines
● Be flexible as per the business requirement subject to over time during offs, festivals and 24/7
shifts
What we are looking for:
● 1+ years experience in the same field.
● Excellent written and verbal skills.
● Strong customer service skills and a demonstrated ability to take initiative and be professionally
persistent
● Working knowledge of CRM tools would be an added advantage
● Must possess ability to navigate multiple systems at once and multi-task