Merchant Operations Associate Job in Bengaluru at Groupon

Groupon is hiring for the role of Merchant Operations Associate.

Responsibilities of the candidate:

• Respond to all customer and merchant inquiries, ranging from simple to complex by effectively defining customer needs and providing relevant solutions
• Manage verbal and/or multiple written customer requests/inquiries eloquently and efficiently
• Use your interpersonal skills and ability to establish trust to approach problems logically and resolve customer issues
• Respond to Incoming Phone calls, Emails and Chats from our current Merchants, ranging from simple usage questions to unique circumstances that come up with a specific offer
  Maintain adherence to company process, quality, and compliance.
• Initiate an outbound Phone call/Zoom conversation with Merchant (when needed)
• Resolve Merchant issues in a timely and consistent manner
• Manage time and productivity to meet daily individual and team ticket targets.
• Stay updated with the current internal ticketing system, customer portals, back office databases, Groupon redemption procedures, and specifics around different types of merchant features
  Manage time and productivity to meet and/or exceed daily targets at an individual and team level
• Work effectively individually, as well as within a team in a call center environment
• Thrive in a dynamic work environment

Requirements of the candidate:

• 2-3 years of previous professional experience in a customer service capacity, preferably in a high-volume environment
• Experience using technology for Voice, email, chat, and phone in an environment that requires multitasking and multiple tools/software integration
• Experience working with a diverse customer base preferred
• You love problem-solving to help your customers have an excellent experience
• You take an entrepreneurial approach to task management and take control and handle tasks independently
• You communicate well on the phone, in text and in person and are able to understand and explain customer situations and solutions
• You love building efficient and effective engagements - both for customers and merchants - and can diffuse even high-tension situations with ease
• You have experience building rapport with customers and demonstrating strong interpersonal skills
• Ability to work full-time and a willingness to work irregular hours or on rotating shifts