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Almitra Sustainables
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Customer Care Executive (Female)

Customer Care Executive (Female)

Almitra Sustainables

3 - 7 years

0 Lacs

maharashtra

Posted:2 days ago| Platform: Shine logo

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Skills Required

customer support d2c helpdesk crm zendesk csat aht returns refunds slas rca ecommerce freshdesk clear communication empathy customer experience metrics nps frt fcr order flows marketplaces handle customer queries resolve issues maintain csat maintain nps monitor cx metrics reduce aht improve firstcontact resolution create macros create faqs escalate issues food beverage retail

Work Mode

On-site

Job Type

Full Time

Job Description

Job Description: As a Customer Support Specialist for D2C/eCommerce brands, you will have the opportunity to utilize your 3 years of experience in customer support to handle customer queries efficiently. Your role will involve resolving issues related to orders, delivery, returns, and refunds within the specified SLAs. You should possess clear communication skills in English and Hindi, with knowledge of regional languages being an added advantage. Your empathetic problem-solving approach will be crucial in ensuring customer satisfaction. Key Responsibilities: - Handle customer queries across email, chat, and calls - Resolve issues related to orders, delivery, returns, and refunds within SLAs - Maintain high CSAT/NPS scores - Monitor and report CX metrics to reduce AHT and enhance first-contact resolution - Create and maintain macros/FAQs for efficient query resolution - Escalate product or logistics issues with clear Root Cause Analysis (RCA) and follow-through Qualifications Required: - Graduate with certification or hands-on experience in helpdesk/CRM tools (e.g., Zendesk/Freshdesk) preferred - Strong grasp of customer experience metrics like CSAT, NPS, FRT/AHT, FCR - Familiarity with order flows, returns, refunds, and replacement SLAs across marketplaces and D2C - Clear communication skills in English and Hindi; knowledge of regional languages is a plus Note: The company operates in the Food and Beverage Retail industry and offers a full-time contractual/temporary job opportunity for a duration of 12 months. The position allows you to work remotely from the comfort of your home. The preferred languages for this role are Hindi and English. ,

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Customer Care Executive (Female)