Groupon sells service vouchers, goods and getaways packages through E-commerce platform. In this role, I assist customers with their pre-purchase queries, account-level requests and post-purchase issues through social media platforms (Facebook, Twitter and Instagram), live chat and email efficiently.

As a member of Service Recovery Desk, I contact detracting customers based on low CSAT rating through outbound voice call. Probing will be done to find the root cause of their dissatisfaction and a proper resolution will be provided within SLA. Efforts will be made to make the detractors as brand promoters in re-polling.