Customer Support Executive ( FMCG)

Job Description

We are seeking an experienced Customer Support Executive to join our dynamic team. The ideal candidate should have a minimum of 1 years of work experience in customer support, with a strong preference for candidates with a background in the retail or FMCG (Fast Moving Consumer Goods) industry. The Customer Support Executive will play a key role in ensuring customer satisfaction through effective communication, problem resolution, and timely support. Key Responsibilities: Customer Interaction: Interact with customers via phone, email, and chat to provide information, assistance, and resolution to their queries and concerns. Ensure a high level of customer satisfaction by addressing customer issues professionally and in a timely manner. Product Knowledge: Develop a deep understanding of the products and services offered by the company, and stay updated on any changes or updates. Provide product information to customers and assist them in making informed purchasing decisions. Problem Resolution: Investigate and resolve customer complaints or issues, escalating complex problems to the appropriate department when necessary. Work closely with other teams to ensure prompt and accurate resolution of customer issues. Documentation: Maintain accurate and detailed records of customer interactions, including the nature of the issue, actions taken, and resolutions provided. Provide regular reports on customer support activities and trends. Process Improvement: Identify opportunities for process improvement in the customer support workflow and collaborate with relevant teams to implement changes. Suggest improvements to product or service offerings based on customer feedback. Training and Development: Provide guidance and mentorship to junior customer support representatives. Conduct training sessions for new team members on customer support processes and product knowledge. Qualifications: Minimum of 3 years of experience in customer support, preferably in the retail or FMCG industry. Excellent communication and interpersonal skills. Strong problem-solving abilities and attention to detail. Proven track record of meeting or exceeding customer satisfaction targets. Familiarity with CRM software and ticketing systems. Ability to work independently and as part of a team. Bachelor's degree in Business, Marketing, or a related field is a plus. Job Type: Full-time Pay: ₹25,000.00 - ₹28,000.00 per month Benefits: Health insurance Provident Fund Schedule: Day shift Experience: total work: 2 years (Preferred) Customer service: 2 years (Preferred) FMCG: 1 year (Preferred) Language: Hindi (Preferred) English (Preferred) Work Location: In person