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%