Job Description

Role & responsibilities Key Responsibilities: Customer Interaction: Handle inbound and outbound customer queries via phone, email, chat, and social media. Respond to customer inquiries, troubleshoot issues, and provide solutions in a timely and professional manner. Issue Resolution: Resolve customer complaints, technical issues, and delivery-related problems. Ensure that all issues are documented and resolved to the customer's satisfaction. Product Knowledge: Develop in-depth knowledge of Shadowfax services, delivery processes, and technical systems to provide accurate information and support to customers. Collaboration: Work closely with internal teams (Operations, Tech, and Logistics) to ensure seamless coordination and resolve customer concerns. Complaint Handling: Address escalated customer concerns, ensuring a resolution while maintaining a positive and professional demeanor. Data Entry & Reporting: Maintain accurate records of customer interactions, feedback, and issues. Prepare regular reports to track customer support metrics and service performance. Quality Assurance: Ensure that service standards are consistently met and provide feedback for continuous improvement. • Customer Retention: Develop long-term relationships with customers by offering personalized service and creating a positive experience. Preferred candidate profile Hindi and English fluency