Associate, Electronic Gift Card

186 NEIMAN MARCUS GROUP TECHNOLOGY SERVICES PRIVATE LIMITED (INDIA); India; On-site; INR 250,000 - 450,000; Full time

Job summary

Exemplar Luxury Group in India seeks an Associate to handle inbound customer calls about card and gift card queries, following SOPs to resolve issues while meeting minimum inbound targets and preserving quality.

The role requires analyzing problems, delivering solutions per guidelines, and adhering to SLA timelines. Night shifts are expected (10 PM–7 AM IST) with potential future adjustments.

Qualifications

• Excellent communication skills and ability to resolve customer issues on calls.
• Must have 1 year of US call center experience.
• Proficient in Word, Excel, ATS and CRM systems.
• Tech-savvy and quick learner of new tools.

Responsibilities

• Handle inbound calls to resolve card/gift card queries per internal guidelines.
• Analyze problems and provide solutions per process guidelines.
• Adhere to SLA timelines and targets; maintain quality.
• Daily/weekly dashboard reporting.
• Work night shifts (10 PM – 7 AM IST) with possible future changes.

Skills

Communication

Tech savvy

Problem solving

Time management

Tools

Word

Excel

CRM

Applicant Tracking Systems

Job description

What This Position Is All About

As an Associate – You will be responsible follow the SOP to complete the transactions assigned /received via customer on calls. This role is essential to the team and applicants must be able to thrive in a high pressure, fast moving, and evolving environment.

Who You Are

The successful candidate must have the ability to quickly assess the Customer needs and provide the resolution as per the process stated.

Need to provide the numbers (Minimum target of Inbound Calls) without impacting the Quality. Working on FCR’s.

As the Associate you will

• Handling Inbound calls for resolving their Card/Gift card Queries based on info in the internal Software/apps we have
• Analyze the problem and provide solution as per process guidelines
• Following the SLA Timelines and Targets
• Taking Sup Calls
• Automating the process -Ideas
• Daily/weekly Dashboard reporting
• Office Hours Shifts will be Night (10 PM - 7 AM IST) - May very as per process requirement in future.

You should also have

• Excellent Communication Skills.
• Prior Minimum Experience in US call center of 1 year.
• Demonstrated ability to provide the highest level of customer service to internal and external candidates.
• Must be tech savvy; proficient in Word, Excel, Applicant Tracking Systems and CRM’s with the ability to learn additional programs as needed.
• Preference if handled Gift card processes.

Your Life and Career at Exemplar Luxury Group

• Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation.
• Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate.
• Comprehensive benefits package for all eligible full-time employees.

Exemplar Luxury Group is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities.

Exemplar Luxury Group is a world-renowned luxury ecommerce destination. The company’s unique approach combines a focus on the digital customer experience with a strong connection to a network of extraordinary stores that extends that seamless experience into the real world. On its website and app, Exemplar Luxury Group offers an unparalleled selection of curated merchandise across fashion for women and men, beauty, jewelry, home décor and more. In addition to the shopping experience, customers come to Exemplar Luxury Group for inspiring editorial content, access to digital stylists, lifestyle experiences and other world-class services. The company is currently in the midst of a dramatic expansion, driven by significant enhancements to its platforms and offerings, with the goal of becoming the preeminent destination for luxury internationally.