Associate, Customer Service

Role Overview

The Customer Support Executive is dedicated to providing outstanding assistance to customers across various communication platforms such as voice calls, emails, chats, and social media. This individual is tasked with addressing customer inquiries, resolving issues concerning orders and payments, and ensuring customers receive a smooth and satisfactory experience in line with service level agreements and quality benchmarks.

Key Duties

• Respond promptly and professionally to customer questions via phone, chat, and email.
• Address and resolve concerns related to order processing, shipment, returns, refunds, payments, and product information.
• Document all customer interactions and case details accurately using CRM or ticket management systems.
• Collaborate with cross-functional teams to expedite and ensure quality issue resolution.
• Meet established targets for quality, efficiency, and customer satisfaction.
• Report recurring customer issues to leadership to aid continuous process improvements.

Candidate Profile

• Strong verbal and written communication abilities.
• Proficiency in both English and Hindi is mandatory.
• Comfortable managing inquiries across calls, emails, and chats.
• Customer-centric with excellent active listening and problem-solving skills.
• Capable of remaining calm and patient under pressure when dealing with concerns.
• Typing proficiency of minimum 30 words per minute with at least 90% accuracy.
• Familiarity with CRM/ticketing systems, email, chat software, and Microsoft Excel.
• Able to juggle multiple tasks efficiently in a dynamic environment.
• Prior experience in e-commerce, retail, or customer service roles is advantageous.