About The Role
We are looking for a
Customer Care Associate to join our Customer Support team. The role involves handling customers across
voice and non-voice channels, including inbound and outbound calls, emails, live chat, and support tickets.
The associate will be responsible for resolving customer queries efficiently, providing accurate information, maintaining a positive customer experience, and ensuring adherence to defined
SLAs and service standards.
Key Responsibilities
- Handle inbound and outbound customer calls professionally.
- Respond to customer queries through emails, live chat, and tickets.
- Understand customer concerns and provide timely and accurate resolutions.
- Maintain a customer-first approach across all interactions.
- Manage and close support tickets within defined SLAs.
- Escalate complex or unresolved issues to the appropriate teams.
- Maintain accuracy and attention to detail while handling customer information.
- Ensure consistent and professional communication across all support channels.
- Contribute to delivering a smooth and positive overall customer experience.
Qualifications & Skills
- Graduate or equivalent qualification.
- Strong verbal and written communication skills.
- Good interpersonal and customer-handling skills.
- Comfortable handling both voice and non-voice support.
- Ability to understand customer concerns and provide effective resolutions.
- Strong attention to detail and a resolution-oriented approach.
- Comfortable working with support tickets, emails, chats, and customer service tools.
- Ability to work within defined SLAs and service standards.
Bonus Points
- Prior experience in the pet care or D2C industry.
- Love for pets and genuine interest in the pet care space.
- Experience working with customer support tools or CRM platforms.
- Prior experience in a fast-paced customer service environment.
Skills: customer support,customer experience,communication
