Job Description

Key Responsibilities:

• Single point of contact for order tracking and all post sales support to customers on chat and call platforms
• Incoming and outgoing calls/ chats to keep customers updated regarding their order status
• Resolving pre-dispatch issues of the customers - dispatch/ delivery delays, product non-availability issues, by coordinating with the Purchase or Logistics departments
• Resolving post-dispatch issues of customers - delivery status, order tracking, cancellations, returns and refunds by coordinating with the respective department
• Developing and sustaining solid relationships with customers to encourage repeat purchases
• Coordination with all the other departments to ensure customer query resolution at the earliest
• Resolving issues of the customers within the specified TAT
• Escalating issues to team leads and persistent issues directly to senior management

Required Skills/Qualification:

• Minimum of 12th Passed
• 0 to 3 years of experience in voice/ semi voice process in a non-tech role (prior part-time or full-time experience is a plus)
• Excellent verbal and written communication skills in English (fluency in Hindi is a plus)
• Proficiency in computer and CRM/ticketing software
• Ability to multitask and manage time effectively
• Extremely organized with strong time-management skills
• Ability to persuade effectively and demonstrate empathy towards customers, ensuring a thorough understanding of their needs and effective resolution of their concerns
• Temperament for handling customers with care and in a clear and convincing manner

CTC: 2.4LPA to 3.6LPA (depending on experience)Job Location: T Nagar, Chennai (work-from-office role)

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