About the role
Responsibilities:
- Respond promptly and accurately to customer queries via chats and calls, and reach out to customers proactively wherever required.
- Gather valuable customer feedback and insights through calls and share notes with Product, Sales, and Marketing teams to drive continuous improvement and innovation.
- Update internal databases with information related to technical issues and productive discussions with customers, ensuring a seamless support experience.
- Monitor customer complaints on social media platforms and promptly reach out to provide resolutions, demonstrating empathy and understanding.
- Coordinate with Delivery Partners to ensure the timely dispatch and delivery of products, proactively addressing any logistical challenges that may arise.
- Connecting with the reporting manager or highlighting cases for faster resolution, escalation, or long-pending issues.
- Adhering to all the set SOPs and executing all assigned tasks diligently to ensure 100% customer delight.
- Work with a 6-day working schedule, week-offs on a roster basis.
Requirements:
- 6 months to 3 years of experience in a Customer Service or Chat Support role.
- Excellent written communication skills in English (grammar, clarity, and tone are essential).
- Good typing speed with high accuracy (minimum 30-40 WPM preferred).
- Strong interpersonal skills with the ability to handle multiple chats simultaneously.
- Proficiency in chat support tools such as Freshchat / Freshdesk, Google Sheets, and internal CRM tools.
- Ability to understand customer concerns quickly and respond with clear, solution-oriented messages.
- Ability to turn customer dissatisfaction into a positive experience through effective written communication.
- Basic knowledge of suggestive selling and upselling through chat interactions.