Edenred, Best Loyalty Programs India, Loyalty Rewards Company

Executive – Customer Experience

Job Category: Operations
Job Type: Full Time
Job Location: Chennai

WHAT IS EDENRED?

Edenred is a pioneer, a tech leader and the everyday companion for people at work across more than 46 countries. Our 10,000 employees are committed to making the world of work a better place for all, one that is safer, more efficient and more user-friendly. At Edenred, our passion for customers, respect, imagination, simplicity and entrepreneurial spirit are our values. For anyone who needs to vibe in their professional life, we are the best place for you to work and grow.

Accentiv’ India delivers end-to-end loyalty solutions from loyalty program development to loyalty software implementation to rewards management and last-mile fulfillment. As a reputed full-service rewards & loyalty company, Accentiv’ India manages several award-winning programs across various industry verticals in India. We deliver loyalty software and solutions for our diverse portfolio of B2B, B2C and B2E clients. Our solutions include channel/ customer/influencer loyalty programs, employee rewards & recognition and points-based reward programs. We deliver more than 8 million digital rewards for our 250+ clients every year.

YOU WILL VIBE WITH US

You are responsible in managing the Clients’ Order Fulfillment TAT, Report Management, Query Response/Resolution, Coordination with Client and support functions for timely closure of Redemption orders and queries, Effective usage of CRM, Managing Zero Data loss of orders, RTOcuring, Timely Price Change of SKUs, Timely Masking/Unmasking, Maintaining standard Query Response templates & quality, New process learning. Calling activity whenever required. 

The main responsibilities are:

− To ensure the Orders are fulfilled within the agreed TAT of the client.

− To ensure sharing of Daily/Weekly/Fortnightly/Monthly Reports in the agreed frequency in an accurate manner.

− To ensure queries are responded and resolved within the agreed timeframe, 

− Coordination with Client and Internal SPOCs for timely fulfillment of orders and query closure.

− Coordination with Call center team and ensure timely closure of complaints. 

− Coordination with the customer over the phone whenever required for complaint closure. 

− Effective Usage of CRM – Respond all the queries from CRM. Create new tickets for Offline queries. Track the query till resolution and update the client/customer.

− To highlight escalation to the right person at the right time for timely closure.

− To ensure RTO/CNS orders are cured within the agreed Client TAT, Timely completion of Masking/Unmasking, Timely SKU price changes to be implemented to avoid revenue loss.

− To create and maintain standard templates for Query Response and ensure the Quality of response.

− To ensure accurate maintenance of Manual trackers for Queries, Incidents and MaskingUnmasking.

− Willingness to learn New Client/Internal processes. 

WE WILL VIBE WITH YOU

Requirements:

− Bachelor’s degree in any discipline.

− 1-2 years of experience in the Customer Service Industry.

− Client Relationship & inter-personal skills

− Technical ability – Good in MS Excel. Good working knowledge in MS office.

− Able to work in a team and achieve the desired results.

− Able to manage multiple-tasks and workload.

− Fluent in English, Hindi and a regional language.

EXPECTED START DATE 

1-April-2024

OTHER DETAILS

N.A.

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