Customer Support Analyst

About the Role

Lukus Brands Private Limited is seeking a Customer Support Analyst to manage customer interactions primarily for Kreo Tech products. This position involves addressing customer queries via inbound calls and WhatsApp chats, providing accurate solutions related to products, orders and general inquiries.

Primary Responsibilities

• Respond to incoming customer calls to resolve complaints, questions about products, and order issues.
• Engage with customers professionally over WhatsApp, providing timely assistance and guiding through troubleshooting and purchasing.
• Track order dispatch, shipping, and delivery status through internal tools and update customers on expected timelines.
• Process and confirm warranty claims by explaining eligibility and coordinating with logistics and technical teams for efficient claims resolution.
• Assist customers in diagnosing product damage, facilitate troubleshooting to decide between repair or replacement, and document these cases accurately for technical support and replacement units.
• Conduct product testing for peripherals including keyboards, mice, controllers, and microphones.

Required Qualifications and Experience

• Minimum 1 year of customer support experience, preferably with inbound and outbound roles in sectors like D2C, electronics, or gaming.
• Fluent verbal and written communication abilities in English and Hindi.
• Strong problem-solving skills and capability to handle customer concerns effectively.
• Experience using CRM systems and support channels, notably WhatsApp Business.
• Ability to multitask, prioritize duties, and manage time efficiently.

Technical Knowledge

Understanding of gaming peripherals like keyboards, mice, and headsets is an advantage to better assist customers.