Job Description

We are looking for a hands-on and execution-oriented Senior Associate to join our Stakeholder Delight team at Give. As a part of this team, you will be responsible for resolving donor and NGO queries on a timely basis through emails (tickets), chat, phone calls, and WhatsApp channels. Your primary responsibility in this role will be to delight our key stakeholders (donors, fundraisers, NGO partners) by engaging with them through multiple communication channels.

Responsibilities:

• Take end-to-end responsibility for understanding and addressing the pain points of external stakeholders (donors & NGO partners).
• Timely resolution of queries received from NGOs, donors, and other stakeholders within pre-defined SLAs (TATs) while adhering to standard processes.
• Should be very diligent and focused on providing correct logical responses by understanding the context of the query or escalation raised by stakeholders,
• Shouldn't be robotic or over-focused on SOP, and have the right human touch and empathy while handling/responding to issues.
• Should adhere to internal quality benchmarks and have a sound awareness of quality standards while delivering a superlative and delightful experience to our stakeholders.
• Should be well versed with CSAT & NPS metrics and always strive for achieving the best scores.
• Help improve the performance of the team by contributing to the planning and execution of internal initiatives.
• Provide assistance to donors by helping them through the donation and reactivation process over phone calls, emails, Chat, and WhatsApp channels.
• Coordinate with internal teams to ensure adherence to internal and external SLAs (TATs).
• Analyze posts from social media channels and resolve and/or delegate actionable comments and queries to internal teams.
• Capture the accurate voice of stakeholders (donors, fundraisers, NGO partners) and work with internal teams to resolve their pain-points.

Requirements:

• Excellent communication skills - Both verbal and written.
• Excellent interpersonal skills and ability to collaborate with other teams & depts. to resolve queries and escalations for the stakeholders.
• Should be extremely flexible in working shifts between 9 am - 9 pm and weekends (once a month only).
• Should be absolutely comfortable in handling multiple queues (Voice, Email, chat, and WhatsApp).
• Should have worked in a customer service role handling customer queries and complaints (Mandatory) in a prior organization(s).
• Ability to work in ambiguous situations.
• Should be comfortable taking targets and delivering on SLAs / KPIs and other business metrics.
• Proven ability to prioritize tasks and meet deadlines in a fast-paced work environment.
• Bachelor's degree in any discipline and a minimum work experience of 1 - 4 years in a customer service role.
• Desire to contribute, serve and do impactful work for society.