Senior Customer Support Representative
Bangalore, India
Joined: 2017

Sometimes it’s the little things that make a difference. In Roshni’s case, it was coasters in the Bangalore lobby that helped her realize Groupon was for her!

What was your first role when you joined? 

I joined as a Senior Customer Support Representative and within a span of three months, I was asked to work on the Bangalore Escalations Queue. It was a really new experience and it helped me prepare for when they actually had an interview and test procedure to choose the new SME’s in Bangalore.

So tell us about your job! What do you do?

As an SME here at Bangalore, my key focus is to try and bring up one of the key metrics for the entire process. We regularly do audits for agents and we have our own dedicated daily editorial board, which sends out update and solutions for any viral issues. We also work on the Bangalore Escalation Queue. This is how we get insights into what the areas of improvement are in an agent’s knowledge base and determine how we can improve it, bringing up their Resolution Rate.

What’s the most challenging thing you’ve worked on here?

When I was selected to work on the Bangalore Escalations Queue, it felt like we were thrown into a pool of water and we did not have any knowledge and training before we started working on it. We had to learn on the job and the learning curve was indeed steep. I would really like to thank Benjamin Minga and Matthew Washington: two people who really made my life so much easier at that time by being there with us and assisting with escalations which stumped us.

How does your work impact Groupon’s mission of building the daily habit in local commerce?

Customer Support is always the only part of a company that a customer can directly interact with. We have to make sure that we try and go the extra mile for them. Walking them through their issues and treating them with respect guarantees that they make us a daily habit. They would know that they have someone to fall back on and help them.

What’s your favorite Groupon memory?

On Diwali, 2017 we were asked to come up with a dance routine. So a couple of friends and I planned a dance routine and performing it was so much fun! Also the time I was in Training. Ratheesh Rajan was training us on how the whole process works, and I can’t explain how lovely that experience was. I am an extremely curious person and I grilled him with questions regarding the process every few minutes. But he was extremely patient with us and I wish I had teachers like him during my school and college days.

So where were you before joining Groupon?

I used to work for a start-up called Headout for a few months. Once they automated the process I worked in, I landed an interview here at Groupon. and woohoo, here we are!

What was your first impression of Groupon?

On the day when I came in for an interview, I remember sitting in the waiting room and they had these funny coasters that said, “Put your drink on me. Or just hold me. I’d like that, too.” It felt so nice to know that a huge multi-national company such as Groupon is not afraid to show its wit and humour.

Tell us something about you that might surprise us.

I used to be a theater actor for a year before I moved to Bangalore. I have acted in more than 20 shows and plays in a year.