Associate, Electronic Gift Card

Saks Fifth Avenue Llc; India; On-site; INR 250,000 - 350,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

Exemplar Luxury Group is seeking an Associate to handle inbound calls and resolve card/gift card queries, following SOPs in a high-volume environment. You will assess customer needs, provide solutions per process guidelines, and meet SLA timelines, while contributing to daily/weekly dashboards; night shifts (10 PM–7 AM IST) may apply.

Candidates should have excellent communication, at least 1 year of US call center experience, be tech‑savvy with Word/Excel/ATS/CRM, and prefer Gift Card process

Qualifications

• 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 CRMs with the ability to learn additional programs as needed.
• Preference if handled Gift card processes.

Responsibilities

• Handling inbound calls for resolving card/gift card queries based on internal software/apps.
• Analyze the problem and provide solutions as per process guidelines.
• Follow SLA timelines and targets.
• Take outbound calls as required.
• Identify automation opportunities and share ideas.
• Prepare daily/weekly dashboard reports.

Tools

Word

Excel

Applicant Tracking Systems

CRM

Job description

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. If you are interested in applying for employment with Exemplar Luxury Group and would like to request special assistance or an accommodation, please contact [e-mail].