Job Title: Customer Delight Executive
Location: Remote (India)
Employment Type: Contract
About Kuku FM
Kuku FM is a leading audio content platform that provides high-quality podcasts, audiobooks, and knowledge-based audio content to millions of users. We are committed to delivering an outstanding experience to our customers, ensuring they receive the best service possible.
Role Overview
We are seeking a Customer Delight Executive who is passionate about customer service and can ensure that users of Kuku FM have a seamless and delightful experience. As a Customer Delight Executive, you will be the first point of contact for our customers, helping them resolve issues and answering their queries effectively. Your role will involve handling inquiries through multiple channels, including phone calls, chat, and emails.
Key Responsibilities as Customer Delight Executive
- Customer Interaction: Engage with customers via phone, email, and chat to provide exceptional service.
- Query Resolution: Address customer queries, concerns, and complaints promptly and efficiently.
- Product Knowledge: Develop a deep understanding of Kuku FM’s platform, content, and features to provide accurate information.
- Technical Support: Assist customers with technical issues related to app usage, subscriptions, and troubleshooting.
- Customer Feedback: Gather feedback from users and report insights to improve customer experience.
- CRM Management: Maintain and update customer interactions in the CRM system (Freshdesk, Freshchat) for tracking and future reference.
- Process Improvement: Identify recurring issues and suggest improvements to enhance customer satisfaction.
- Team Collaboration: Work closely with internal teams to resolve customer concerns and ensure a smooth user experience.
- Upselling & Retention: Provide information about premium services and features to encourage customer retention and upgrades.
- Adherence to Policies: Follow company policies and standard operating procedures to maintain quality service standards.
Required Skills & Qualifications: Customer Delight Executive
- Educational Qualification: Any graduate degree or equivalent.
- Experience: 0-2 years of experience in customer service or a related role (freshers with excellent communication skills are welcome).
- Communication Skills: Strong verbal and written communication skills in English and Hindi. Knowledge of Telugu, Tamil, Kannada, or Malayalam is an added advantage.
- Technical Proficiency: Familiarity with CRM tools such as Freshdesk, Freshchat, and other customer support software.
- Problem-Solving: Ability to analyze customer issues and provide effective solutions.
- Empathy & Patience: A customer-first approach with a positive and empathetic attitude.
- Multi-tasking: Ability to handle multiple customer interactions simultaneously while maintaining quality.
- Flexibility: Willingness to work in shifts, including weekends and holidays, if required.
Benefits & Perks: Customer Delight Executive
- Work from home opportunity.
- Flexible work schedule.
- Career growth opportunities within the organization.
- Training and development programs to enhance skills.
- Competitive compensation package.
Interview Questions & Sample Answers for Customer Delight Executive
1. Tell us about yourself and your background.
Answer: I have a background in customer service, with a strong passion for helping people and resolving their concerns. I have worked in customer support roles where I handled queries via phone, email, and chat. My skills in problem-solving, communication, and patience have allowed me to provide excellent customer experiences. I am also familiar with CRM tools like Freshdesk and Freshchat, which help in efficient query resolution.
2. Why do you want to work as a Customer Delight Executive at Kuku FM?
Answer: I have always been passionate about customer service and ensuring a great user experience. Kuku FM is a growing platform with a strong user base, and I admire how it provides quality audio content. I believe my communication skills and ability to solve customer issues align well with this role, and I am excited about the opportunity to contribute to Kuku FM’s success.
3. How do you handle an angry or frustrated customer?
Answer: The key to handling an angry customer is active listening and empathy. I would allow the customer to express their concerns fully before responding calmly. I would acknowledge their frustration and assure them that I am here to help. Then, I would quickly analyze the issue and provide a resolution or escalate it to the relevant team if needed.
4. Can you give an example of a time you resolved a difficult customer issue?
Answer: In my previous role, a customer was frustrated about being charged incorrectly. I listened to their concern, reviewed the transaction details, and identified that the issue was due to an auto-renewal setting. I explained the situation clearly, processed a refund, and guided the customer on how to disable auto-renewal. The customer appreciated the prompt assistance and continued using our services.
5. What would you do if you don’t know the answer to a customer’s question?
Answer: I would politely inform the customer that I need to verify the information to provide the most accurate response. I would then check internal resources, consult with a team member or supervisor, and get back to the customer with the correct answer as soon as possible.
6. How do you stay motivated in a repetitive customer support role?
Answer: I stay motivated by focusing on the impact I have on customers. Every interaction is an opportunity to make someone’s day better. I also set personal goals, such as improving my response time or resolving issues more efficiently. Additionally, I enjoy learning from my experiences and taking on new challenges.
7. What strategies would you use to upsell or promote a premium service?
Answer: I would first understand the customer’s needs by asking questions about their usage patterns. If I see an opportunity, I would highlight the benefits of the premium service that align with their preferences. I would also mention any discounts or offers available to encourage an upgrade without being too pushy.
8. How comfortable are you working with CRM tools like Freshdesk or Freshchat?
Answer: I am comfortable using CRM tools like Freshdesk and Freshchat. I have experience in logging customer queries, tracking ticket status, and updating resolutions in CRM systems. I believe these tools are essential for maintaining an efficient support process and ensuring seamless follow-ups.
9. How would you handle a situation where a customer requests a refund that does not align with company policies?
Answer: I would first empathize with the customer’s concern and explain the company’s refund policy clearly. If they are dissatisfied, I would explore alternative solutions, such as offering credit or other benefits. If necessary, I would escalate the issue to a senior representative while keeping the customer informed.
10. How do you ensure accurate and detailed documentation of customer interactions?
Answer: I make sure to record all key details, including the customer’s issue, steps taken, and resolution provided. I use clear and concise language and ensure updates are logged immediately to avoid missing any critical information. This helps in tracking recurring issues and improving customer support strategies.