Customer Service Associate

We are seeking a proactive and customer-focused individual to join our team as a Customer Service Executive. The role involves handling customer queries, complaints, and service requests across both B2B and B2C segments, ensuring a seamless and satisfactory experience.

Role & responsibilities

• Handle inbound and outbound customer interactions via phone, email, chat, and other channels.
• Resolve customer issues related to orders, deliveries, payments, and product/service inquiries.
• Coordinate with internal teams (logistics, sales, technical support) to ensure timely resolution.
• Maintain accurate records of customer interactions and transactions in CRM systems.
• Ensure SLA adherence and quality standards in all communications.
• Support B2B clients with account-related queries, order processing, and escalations.
• Assist B2C customers with product information, returns, refunds, and feedback.
• Identify recurring issues and suggest process improvements.
• Maintain a high level of professionalism and empathy in all customer interactions.

Preferred candidate profile

• Graduate in any discipline (preferred).
• 13 years of experience in customer service, preferably in both B2B and B2C environments.
• Excellent communication skills in English and Hindi (additional languages are a plus).
• Proficiency in MS Office and CRM tools.
• Ability to multitask and work under pressure.
• Strong problem-solving and interpersonal skills.
• Flexible to work in rotational shifts, including weekends if required.