Customer Relations Executive - ACX Helius Technologies
Helius Technologies
Office Location
Full Time
Experience: 2 - 2 years required
Pay:
Salary Information not included
Type: Full Time
Location: All India
Skills: Integrity, Time management, MS Office, Analytical skills, Customer Servicing, Encourage Selfservice, Content Validation, Data Analysis, Reporting, Ecommerce business knowledge, Good Customer service, Innovative mindset, Customer centric mindset, Attention to Detail, Outstanding communication skills, Rotating shift work, Proficient in Vietnamese, Good knowledge of English, Workflow process understanding, Tech Savvy, Service support softwares, Basic coding knowledge
About Helius Technologies
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,