Customer Service Executive (Voice Process)

Job Title: Customer Service Executive (Voice Process)

Location: Koregaon Park, Pune

Company: Palmonas

Department: Customer Support / Operations

Employment Type: Full-time, On-site

About Palmonas:

Palmonas is a modern demi-fine jewelry brand offering contemporary, versatile designs that bridge the gap between fine and fashion jewelry. We focus on delivering a premium customer experience through exceptional service, design innovation, and quality craftsmanship.

Job Overview:

We are looking for a Customer Service Executive (Voice Process) to manage customer interactions and resolve queries through inbound and outbound calls. The role involves handling post-purchase support, addressing complaints, and ensuring a smooth and satisfying experience for every customer.

Key Responsibilities:

Handle inbound and outbound customer calls professionally and efficiently.

Resolve customer issues related to orders, deliveries, payments, and returns.

Coordinate with internal teams (logistics, warehouse, and operations) to ensure timely resolutions.

Maintain records of customer interactions, comments, and complaints.

Ensure customer satisfaction through prompt and accurate responses.

Follow up to ensure all customer queries are closed within defined timelines.

Maintain high levels of product knowledge to provide accurate information.

Meet daily/weekly targets for call handling, resolution rate, and customer satisfaction.

Requirements:

Education: Graduate in any discipline (preferred).

Experience: 1+ years in voice process or customer service (E-commerce experience preferred).

Skills:

Excellent verbal communication in English and Hindi.

Strong listening and problem-solving skills.

Ability to work under pressure and manage multiple tasks.

Good computer and CRM software knowledge.

Availability: Should be comfortable working on weekends and rotational shifts (if required).