E-Commerce Customer Support Executive

Key Responsibilities:

• Customer Interaction: Handle customer inquiries via phone, email, and chat, providing timely and accurate information about products, orders, and policies.
• Order Management: Assist customers with order placement, tracking, and modifications, ensuring a smooth and efficient process.
• Product Knowledge: Maintain an in-depth understanding of our product range, including materials, designs, and spiritual significance, to provide informed recommendations.
• Issue Resolution: Address and resolve customer complaints or concerns with empathy and professionalism, aiming for first-contact resolution with the help of AI Chat Assistant.
• Returns & Exchanges: Manage return and exchange requests, coordinating with logistics teams to ensure timely processing.
• Feedback Collection: Gather customer feedback to identify areas for improvement and contribute to enhancing our products and services.
• Collaboration: Work closely with the operations and logistics teams to ensure accurate order fulfillment and timely delivery.
• Documentation: Maintain detailed records of customer interactions and transactions for future reference and reporting.

What We're Looking For:

• Communication Skills: Excellent verbal and written communication skills in English; proficiency in Hindi is a plus.
• Technical Proficiency: Comfortable using computers and CRM software to manage customer interactions and data.
• Problem-Solving: Strong analytical skills with the ability to address and resolve customer issues effectively.
• Attention to Detail: Meticulous in handling customer orders and ensuring accuracy in all communications.
• Empathy: Ability to understand and address customer needs with patience and understanding.
• Experience: Prior experience in customer support or a related field is preferred; freshers with a passion for customer service are also welcome to apply.
• Location: Must be able to commute or relocate to Goregaon East, Mumbai Suburban.