Customer Care Associate

Overview

Kumars House Enterprises is hiring for the role of Customer Care Associate based in Pune, Maharashtra. The role focuses on delivering comprehensive support to sellers, ensuring an excellent seller experience while strictly adhering to company policies and quality standards.

Key Responsibilities

• Address seller queries by providing end-to-end support throughout their journey
• Identify and resolve issues accurately, ensuring quick and reliable solutions
• Ensure a positive and strong seller experience consistently
• Achieve individual targets related to quality, productivity, and Service Level Agreements (SLA)
• Comply with established processes, security protocols, policies, and regulatory requirements
• Handle escalated and exceptional cases professionally
• Maintain precise records and documentation for every case
• Gather insights from seller interactions to improve service quality
• Participate actively in team efforts aimed at continual improvement and collective success

Candidate Profile

• Previous experience in e-commerce, seller or customer support, contact centers, BPOs, or equivalent customer-facing roles is desirable
• Excellent verbal and written communication skills to interact clearly and professionally with sellers
• Strong orientation towards customer service with empathy, active listening, and ownership mindset
• Capability to analyze, troubleshoot, and resolve process-related questions effectively
• Ability to thrive in a high-volume and target-driven workplace
• Keen attention to detail with adherence to defined processes and company policies
• Proficiency in managing multiple systems, tools, knowledge databases, and case management software
• Effective problem-solving and decision-making within given authority
• Skill in handling challenging interactions while maintaining professionalism under pressure
• Willingness and ability to learn quickly about new products, processes, systems, and changes in policies
• Responsibility for maintaining quality, productivity, attendance, and overall performance accountability
• Proactive attitude in identifying seller issues and suggesting operational improvements

Additional Information

• The position follows a 5.5-day working week
• Shifts are rotational with weekly offs
• Location of work is Pune, Maharashtra