Customer Support Associate

About Westbury Kommerce

Westbury Kommerce (Westbury Holdings Pvt Ltd) is established as an online retail business and solution provider for brands, delivering comprehensive end-to-end B2C eCommerce and omnichannel services. The company integrates technology, sales, merchandise, operations, and supply chain management to empower brands in managing their eCommerce operations, including brand websites, omni channel solutions, retail store integrations, and marketplace management.

Role Summary

The Associate, Customer Support is charged with providing outstanding customer service through various communication platforms such as voice calls, emails, chat, and social media. This role focuses on efficiently resolving customer inquiries concerning orders, deliveries, returns, refunds, payments, and product details while ensuring prompt resolution and adherence to service quality standards.

Responsibilities

• Respond promptly and professionally to customer questions via phone, chat, and email.
• Address concerns relating to orders, deliveries, returns, refunds, payments, and product information.
• Log all customer interactions and accurately update case data within CRM or ticketing systems.
• Collaborate with internal departments to expedite issue resolution.
• Maintain and achieve targets related to quality, productivity, and customer satisfaction.
• Identify and communicate repetitive customer issues to leadership to aid in process enhancement.

Candidate Requirements

• Strong verbal and written communication capabilities.
• Proficiency in English and Hindi is essential.
• Comfortable managing customer interactions across calls, chats, and emails.
• Customer-focused with excellent listening skills.
• Effective problem solver with patience when addressing concerns.
• Typing speed of at least 30 words per minute with 90% accuracy or above.
• Familiarity with CRM or ticketing platforms, email, chat tools, and basic MS Excel functions.
• Capable of multitasking in a dynamic, fast-paced work setting.
• Previous experience in e-commerce, retail, or customer support environments is advantageous.