Customer Support Executive

About the Company

As a part of the Cx team we are looking for a fun and committed individual who understands nuances of interacting with customers and handle customer calls. Someone who understands the gravity of the role and says yes to all the following questions - Do you want to solve a problem? Love talking for hours on end? Prefer a phone that rings over a phone that sits? Patience is your middle name? If you just yelped out a booming yes, you must be the one!

About the Role

Answering calls, mails and chats to guide customers about Livspace design services and products for end to end home design projects as per the SLA and TAT. Assisting customers while they shop online; guiding them on the best design products for their homes. Keeping records of customer interactions and different transactions, recording details of complaints, comments, inquiries. Follow up to ensure that appropriate action has been taken on customer requests and complaints. Escalate unresolved customer requests, pass on grievances to higher departments for further investigation and clarification. Make reminder calls to clients, send follow-up emails and schedule appointments. Feedback calls to customer. Perform other duties as assigned.

Responsibilities

• Answering calls, mails and chats to guide customers about Livspace design services and products for end to end home design projects as per the SLA and TAT.
• Assisting customers while they shop online; guiding them on the best design products for their homes.
• Keeping records of customer interactions and different transactions, recording details of complaints, comments, inquiries.
• Follow up to ensure that appropriate action has been taken on customer requests and complaints.
• Escalate unresolved customer requests, pass on grievances to higher departments for further investigation and clarification.
• Make reminder calls to clients, send follow-up emails and schedule appointments.
• Feedback calls to customer.
• Perform other duties as assigned.

Qualifications

Minimum Graduation or similar

Required Skills

• 1-3 yrs of relevant experience
• Good working knowledge about home interior design and products would be an added advantage.
• Great written and verbal communication skills
• Good listener with active problem solving skills
• Good interpersonal and analytical skills
• Flexible with work timings/ schedule and availability.
• Knowledge of social media platforms
• E-commerce experience is a bonus
• Multitasker with flexibility to work in different work roles.
• Prior experience of working with CRM tools such as Zendesk or Freshdesk would be an added advantage.

Preferred Skills

Good working knowledge about home interior design and products would be an added advantage. Great written and verbal communication skills. Good listener with active problem solving skills. Good interpersonal and analytical skills. Flexible with work timings/ schedule and availability. Knowledge of social media platforms. E-commerce experience is a bonus. Multitasker with flexibility to work in different work roles. Prior experience of working with CRM tools such as Zendesk or Freshdesk would be an added advantage.