Associate - Customer Delight

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