Job Description
We are looking for a dedicated customer support professional to join our team based in Andheri, Mumbai. In this hybrid role, you will be the primary point of contact for customers, addressing their inquiries and resolving issues via email and chat. You will take ownership of each interaction, ensuring complete resolution and a positive customer experience, while collaborating with internal teams to improve our processes.
Key Responsibilities:
• Address inbound customer questions and concerns received via email and chat, owning the interaction from start to resolution.
• Investigate and resolve customer inquiries related to orders, shipments, inventory, billing, and complaints.
• Provide comprehensive support, including checking order status, scheduling returns, filing shipping claims, and notating accounts.
• Collaborate with associates, product managers, and partners to gather information and drive process improvements.
• Accurately update systems and document all customer, associate, and partner interactions.
• Work efficiently in a fast-paced, 24/7 environment, with availability for overtime as required.
Skill Requirement
The ideal candidate is an empathetic and resilient communicator with excellent written skills and a problem-solving mindset. You must thrive in a metric-driven environment, remain composed under pressure, and be adept at using technology to provide outstanding service.
Requirements:
• 2+ years of customer service experience in an email-based contact center or similar environment.
• High school diploma or GED.
• Experience in a performance-based or metric-driven work setting.
• Excellent written communication and comprehension skills, with strong email handling abilities.
• Independent decision-making skills to handle and resolve complex customer issues effectively.
• A conversational, patient, and confident demeanor with a positive, team-oriented attitude.
• Ability to de-escalate tense situations and stay composed when assisting frustrated customers.
• Proficiency with Windows-based systems, email/chat programs, and CRM software.
• Full-time availability for a schedule that may include weekends and overtime.