Customer Service Representative

A Customer Support Associate plays a crucial role in ensuring customer satisfaction by addressing inquiries, resolving complaints, and maintaining a positive brand experience.

1. Customer Interaction & Issue Resolution

• Handle incoming customer queries via calls, emails, chats, and social media.
• Provide prompt and accurate responses to inquiries about products, orders, warranties, and services.
• Troubleshoot issues related to products and assist customers with solutions.

2. Order Management & Support

• Assist customers with order placement, tracking, cancellations, and returns.
• Coordinate with logistics and delivery teams to resolve shipping issues.
• Ensure timely resolution of escalated cases.

3. Product Knowledge & Guidance

• Stay updated on product specifications, features, and usage guidelines.
• Educate customers on product functionalities and troubleshooting steps.
• Recommend relevant products and services based on customer needs.

4. Complaint Handling & Escalation Management

• Address customer complaints efficiently and professionally.
• Escalate complex issues to the concerned department and ensure follow-ups.
• Document complaints, resolutions, and feedback to improve service quality.

5. CRM & Data Management

• Maintain accurate records of customer interactions and resolutions in CRM software.
• Track common customer issues and provide insights for process improvement.
• Generate reports on customer queries, trends, and feedback.

6. Customer Experience & Satisfaction

• Conduct follow-ups to ensure customer issues are fully resolved.
• Gather customer feedback to enhance service quality.
• Assist in loyalty programs, customer engagement initiatives, and surveys.

7. Collaboration with Internal Teams

• Work closely with sales, logistics, and product teams to ensure smooth operations.
• Communicate customer pain points to the relevant teams for product/service improvements.
• Suggest policy enhancements based on common customer concerns.

Customer Support at Hammer

Since Hammer deals with corporate gifting and electronics, the customer support executive should also:
✅ Assist B2B clients with bulk orders, customization, and corporate partnerships.✅ Handle technical support for smartwatches, TWS, and other electronics.✅ Manage after-sales service, warranty claims, and repair requests efficiently.

Job Type: Full-time

Pay: ₹10,223.37 - ₹15,000.00 per month

Work Location: In person