Communication Management: Respond to all queries directed to the Support and Fabcare email channels within defined FRT.
Stakeholder Liaison: Coordinate with the Product, Legal, and supervisory teams to address quality and product-related concerns.
Issue Resolution: Follow up with relevant stores and departments to ensure solutions are reached within stipulated timeframes. You must be able to assess the urgency of situations and respond promptly.
Team Collaboration: Work closely with the team to facilitate resolutions. All final decisions are made following brief internal discussions with the Level 1 Manager and Senior Manager.
Risk Management: Identify and escalate critical issues to the appropriate departments, including HR, Legal, PSC, and QC.
Reporting: Maintain a daily tracker of all complaints received via the Helpline, email, Support, and in-store referrals, including their resolution status.
Decision Making: Demonstrate the ability to make firm decisions and act without delay, even when working with inconclusive inputs.
Professional Communication: Use high-impact written communication and appropriate vocabulary tailored to the audience to achieve desired results.
Knowledge & Skills:
Experience 2-4 Years
Customer Service in Retail/ E-Commerce
Should have experience with email management tool such as Zendesk / Freshdesk / Zoho / Jira (or any other similar platform).
Communication: Excellent verbal, written, and interpersonal communication skills, including fluent grammar.
Problem Solving: Critical thinking with a solution-oriented mindset.
Time Management: Proven ability to accomplish objectives and resolve challenges using an orderly, systematic approach.
Technical Proficiency: Must be proficient in Microsoft Office (Basic Word and Excel, Intermediate PowerPoint).
