Customer Service Job

POSITION: Cockpit Consultant
JOB SUMMARY:
To handle queries and complaints from customers tactfully, provide excellent customer experience at
every interaction and ensure end to end resolution by taking complete ownership for the customer in
every transaction. The goal is to gradually achieve superior customer engagement and ensure a
significant improvement in customer experience. Being a part of this team also means to be the
whistleblower, highlighting issues impacting customers both external and internal.
The consultant would have shifts between (9am - 9pm) and fixed week off on Sundays.
KEY ATTRIBUTES
Excellent interpersonal skills, with the ability to troubleshoot functional and non-functional
issues correctly and clearly to external customers and internal stakeholders
Should have knowledge in problem cause identification
Should be able to handle arguments, service denials and rebuttals effectively
Should be able to display accountability and ownership in every customer interaction
Strong time management skills
Should be flexible in learning different processes and be cross-skilled
Handle high anxiety customers with a composed attitude
Should have good phone etiquettes and call handling skills
Phenomenal conflict-resolution skills
QUALIFICATION / ELIGIBILITY CRITERIA: (Pre Requisite)
100% WFO
Graduate in any stream
Minimum 1 year relevant experience (Consultant role )
Versant 4
Excellent spoken (English & Hindi) and written language skills (English) with an ability to
compose a grammatically correct, concise and accurate written response
Hiring Criteria:
ECHO Hiring Framework
Threshold - 65%

Information above is Internshala's interpretation and paraphrasing of what we found on the shared link.