Tech Mahindra
|Customer Service Associate
New Delhi, Delhi, India
Summary
Delivers high-quality professional service to international Klarna customers, efficiently resolving pre- and post-purchase problems through digital chat channels.
Highlights
Provided high-quality, professional chat support to a diverse international customer base (Klarna), effectively resolving a wide range of pre- and post-purchase inquiries.
Managed end-to-end resolution processes for complex issues including order tracking, payment failures, and account management queries, ensuring comprehensive customer satisfaction.
Consistently exceeded key performance indicators (KPIs) such as First Contact Resolution (FCR) and Average Handle Time (AHT), optimizing efficiency and enhancing the overall user experience.
Successfully de-escalated challenging customer situations and resolved disputes over payments or orders, maintaining high CSAT/NPS scores.
Proficiently handled 3-4 simultaneous chat sessions, navigating multiple internal databases with 50+ WPM typing speed and 95%+ accuracy, ensuring timely and accurate responses.
Maintained strict SLA compliance, consistently meeting targets for response and resolution times in a fast-paced international support environment.