E COMMERCE - CUSTOMER CARE.

As an E-commerce Customer Care representative for the website and marketplace, your primary responsibility is to manage customer calls and emails efficiently. You must ensure that all customer calls are attended to and addressed on the same day within the customer care time. Additionally, all emails should be replied to within 24 hours, providing effective solutions to customers. When customers seek support with order placement, it is crucial to guide them through the process and follow up to ensure customer satisfaction. Handling customer complaints promptly is another essential aspect of your role. Customer complaints should be addressed within 3-5 hours and coordinated with the E-commerce team to ensure a resolution. Keeping a record of complaints and sharing a monthly report on frequently complained areas is also part of your responsibilities. Your communication and presentation skills are vital in this role. You should actively listen to customer concerns, communicate with a gentle tone, and address customers in their preferred language, be it Tamil or English. It is essential to remain patient and composed during customer escalations, developing resilience and not taking things personally. Persuasion skills are also necessary to provide customers with the right information and guide them effectively. Maintaining customer call records on a daily basis and sharing consolidated monthly call records, including any customer escalations, is part of your duties. Ensuring a 100% product knowledge to assist customers in choosing the right products and updating yourself with new product features and benefits are essential. When dealing with potential customers, focus on providing a smooth buying experience based on understanding their needs rather than forcing a sale. As part of the job, you will need to share reports on sales conversions made during the month. This position is full-time and open to fresher candidates. The benefits include Provident Fund, yearly bonus, and day shift schedule. Previous experience in customer support for at least 1 year is required for this role.,