Location: Mumbai
About Us:
Wellbeing Nutrition is revolutionising the nutraceutical industry by providing high-quality, science-backed supplements and wellness products directly to consumers. Our mission is to empower individuals to take control of their health and well-being through education, transparency, and access to premium nutritional products.
Position Overview: As a Customer Support Representative in WBN, you'll be the first point of contact for customers, handling inquiries, resolving issues, and ensuring a positive experience via various channels, while documenting interactions and escalating complex cases, along with upselling WBN's products.
Key Responsibilities:
Customer Interaction:
- Handle inbound customer calls and respond to inquiries in a polite and professional manner.
- Provide clear and accurate information about products, services, and company policies.
- Listen actively to customer concerns and understand their needs.
- Escalate complex or sensitive issues to the relevant team.
Issue Resolution:
- Identify and resolve customer issues promptly over the phone.
- Guide customers through troubleshooting steps where required.
- Record details of customer queries and resolutions in the CRM system.
- Follow up with customers when necessary to ensure satisfaction.
Product/Service Knowledge:
- Maintain a good understanding of products, services, and company policies.
- Stay updated on new features, offers, and processes to assist customers effectively.
Upselling:
- While resolving queries, promote relevant products or services to customers to drive revenue.
Collaboration:
- Coordinate with other teams to ensure smooth customer service.
- Share feedback and suggestions to improve processes.
Requirements:
- Excellent communication skills in English and Hindi.
- Good listening skills and the ability to explain information clearly.
- Customer-focused approach and a polite, professional telephone manner.
- Strong problem-solving abilities.
- Experience in a customer service or call center role handling inbound calls is preferred.
- Basic computer knowledge; familiarity with CRM systems is a plus.
