Customer Service Associate

Job Description

About us: We are a world-renowned consumer brand company for innovative and trendy products with its world headquarters in Canada. Established in 1978, Koolatron markets its products through various prestigious retailers and through major ecommerce marketplaces in North America and UK. We have major expansion plans to start operations in Australia, China and India. We are looking for cracker jack go-getters who are also team players to join us on this path of spectacular successful journey. Key Responsibilities Customer Interaction & Support Respond promptly to customer inquiries via phone, email, and live chat. Provide detailed information about products, services, billing, and order status. Handle complaints and issues, offering appropriate solutions and follow-ups. Escalate complex issues to senior team members when necessary. Order Processing & Issue Resolution Process orders, returns, cancellations, and exchanges using internal systems. Coordinate with logistics and technical teams to resolve order-related or technical problems. Product & Service Knowledge Maintain an in-depth understanding of Koolatron's products, services, policies, and systems. Educate customers on product usage and troubleshooting. Customer Relationship Management Build and maintain strong customer relationships through positive communication. Update customer profiles and records as necessary. Promote company values and brand image in every customer interaction. Reporting & Documentation Accurately log all customer interactions in CRM software. Document complaints, feedback, inquiries, and resolutions for future reference. Submit daily or weekly reports as requested by supervisors. Continuous Improvement Attend regular training sessions to stay updated on new products and support processes. Suggest improvements to customer support procedures based on feedback. Participate in team meetings and quality audits. Work Location : Viman Nagar, Pune Work Timings : 3pm to 1 am 5 Days working