Role Purpose
The purpose of the role is to provide timely, empathetic, and effective support to customers across multiple channels, ensuring a smooth experience and high levels of customer satisfaction.
Key Responsibilities:
Customer Support
- Respond to customer inquiries through phone, email, chat, and social media in a prompt and professional manner.
- Resolve customer issues with empathy and problem-solving skills, escalating complex cases where necessary.
Service Delivery
- Follow established processes, policies, and best practices for handling customer queries.
- Ensure accurate documentation of all customer interactions and resolutions in the system.
Quality & Efficiency
- Maintain high-quality service in every interaction by adhering to company guidelines.
- Strive to meet defined performance metrics such as response time, first-contact resolution, and customer satisfaction scores.
Collaboration & Feedback
- Share recurring customer feedback and issues with the team and management for improvement.
- Coordinate with internal teams when needed to ensure customer concerns are addressed.
Learning & Development
- Continuously build product knowledge and improve communication skills through training.
- Stay updated with company policies, new features, and processes to support customers better.
Functional Competencies
- Strong interpersonal and communication skills (verbal & written).
- Patience and empathy in handling customer concerns.
- Ability to problem-solve and remain calm in pressure situations.
- Basic technical aptitude to work with CRM/helpdesk tools.
Eligibility Criteria
- Bachelor's degree (preferred) or equivalent work experience.
- 02 years of experience in customer service or a client-facing role.
- Familiarity with customer support tools/software is an advantage.
- Experience with retail D2C brands is a plus.
