Customer Care Executive

The Opportunity: 

What Are We Looking For: 

You will thrive in MostEdge if you have:

• Values of customer first, service excellence, keeping it simple, teamwork, urgency.
• Student of the market and is in tune with what is happening around them.
• Passion for doing something amazing and let others achieve the same.
• Commitment to making something happen and inspiring others. 
• Ability to learn fast and recognize there is an invisible line between success and short comings.
• Mindset of not giving up...help team completing things today vs. tomorrow. 
• Drive and excitement for working in a fast-paced environment. 
• The desire to work collaboratively with a tight knit but quickly growing team.
• Flexibility, humility, and a sense of humour 

KEY RESPONSIBILITIES:

Accountability:

• Installation and walk through guidance of the support software for effective workflow of the Stores.
• Provide advanced support to c-store customers via phone, email, and live chat, addressing inquiries and resolving issues related to POS systems, back-office solutions, hardware, network, and other services.
• Utilize language skills (English, Hindi) to communicate effectively with a diverse customer base.
• Diagnose and troubleshoot complex technical problems, guiding customers through step-by-step solutions.
• Escalate critical issues to higher-level support teams and ensure a seamless resolution process.
• Maintain detailed records of customer interactions, including inquiries, issues, and resolutions in the CRM system.
• Monitor and manage customer service tickets, ensuring timely follow-up and resolution.
• Collaborate with internal teams (e.g., technical support, product development) to provide comprehensive solutions to customer problems.
• Mentor and assist other customer service representatives, providing guidance and support as needed.
• Continuously update knowledge of company products and services to provide accurate information and support.
• Participate in training sessions and workshops to improve customer service skills and technical knowledge.
• Contribute to the development and improvement of customer service processes and resources.

Scope:

• Respond to customer inquiries across channels—phone, email, chat, and social media. Provide accurate information on products, technical issues, and more.
• Troubleshoot problems, resolve complaints, and escalate complex cases to relevant teams or management when needed.
• Assist with onboarding, explain product features, offer best-practice usage tips, and support technical troubleshooting
• Log interactions, resolutions, and follow-up steps in CRM/helpdesk systems for future reference and quality control

Outcomes:

• Aim to resolve customer inquiries on the first interaction.
• Reduce the need for repeat contacts or escalations.
• Handle calls, emails, or chats efficiently without compromising quality.
• Meet predefined time benchmarks while maintaining accuracy.
• Convert negative experiences into positive outcomes.
• Help improve customer lifetime value through excellent service.

Qualifications:

• Education: Diploma or Bachelor’s degree(Any)
• Experience:
• 1 years of experience in international voice process.
• Strong understanding of retail operations, consumer behavior.

Job Type: Full-time

Pay: ₹10,000.00 - ₹20,000.00 per month

Benefits:

• Health insurance
• Life insurance
• Paid sick time
• Provident Fund

Work Location: In person