About Us :
Founded in 2019 by IIT-B and IIM-A Alumni, Pilgrim is one of the fastest-growing Beauty & Personal Care brands that offers 200+ SKUs across face care, haircare, skincare, makeup and fragrances at over 25,000 pin codes and has grown into a 1000+ offline store omnichannel brand. Pilgrim is known to handpick the world's best beauty secrets to create exciting and efficacious products that deliver results.
Responsibilities :
Customer Assistance :
- Respond promptly to customer inquiries via various channels such as phone, email, live chat, or social media.
- Provide accurate and detailed information about products, services, policies, and procedures.
- Assist customers in troubleshooting and resolving customer's issues with products or services.
- Ensure customer requests, concerns, and complaints are handled professionally and promptly.
- Follow up with customers to ensure their issues have been resolved to their satisfaction.
Problem Resolution :
- Identify customer needs and determine the best course of action to resolve issues effectively.
- Investigate and escalate complex customer issues to the appropriate internal teams for further assistance.
- Collaborate with other departments to resolve customer complaints or coordinate special requests.
- Keep accurate records of customer interactions, transactions, comments, and complaints on the ticketing tool.
Customer Satisfaction :
- Maintain a high level of professionalism, empathy, and patience while interacting with customers.
- Strive to exceed customer expectations and deliver personalised service to enhance customer loyalty.
- Continuously evaluate and improve the customer experience by providing feedback on processes, policies, and product improvements.
- Seek opportunities to upsell or cross-sell products or services based on customer needs and preferences.
Communication and Teamwork :
- Collaborate with team members and share knowledge to ensure consistent and accurate customer support.
- Communicate effectively with other departments to relay customer feedback, trends, and insights.
- Participate in team meetings and training sessions to stay updated on product knowledge and customer service skills.
- Contribute to a positive team environment by fostering open communication, mutual respect, and cooperation.
Documentation and Reporting :
- Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in the customer support system.
Requirements :
- High school diploma or equivalent; associate or bachelor's degree is a plus.
- Proven customer support experience or relevant customer service role.
- Excellent verbal and written communication skills.
- Strong problem-solving and decision-making abilities.
- Empathetic and patient demeanour when dealing with customer issues or complaints.
- Ability to handle a high volume of customer inquiries in a fast-paced environment.
- Proficiency in using customer support software, ticketing systems, and CRM tools.
- Ability to work independently as well as collaboratively within a team.
- Flexibility to work in shifts and adapt to changing schedules as required.
Location :
Andheri, East
