Customer Support Associate

1 week ago

Mumbai, India Pilgrim Full time

About Us

Founded in 2019 by IIT-B and IIM-A Alumni, Pilgrim is one of the fastest-growing Beauty & Personal Care brands that offers 250+ SKUs across face care, haircare, skincare, makeup and fragrances at over 25,000 pin codes and has grown into a 1000+ offline store omnichannel brand. Pilgrim is known to handpick the world’s best beauty secrets to create exciting and efficacious products that deliver results.


Position Summary

The Customer Support Associate is responsible for providing exceptional customer service by addressing customer inquiries, resolving issues and ensuring customer satisfaction. This role involves effective communication, problem-solving, and maintaining a positive customer experience. The Customer Support Associate works closely with the customer support team to meet service level agreements and uphold the company's reputation for excellent customer support.


Roles & Responsibilities

Customer Assistance :

● Respond promptly to customer inquiries via various channels such as phone, email, live chat, or social media.

● Provide accurate and detailed information about products, services, policies, and procedures.

● Assist customers in troubleshooting and resolving customer’s issues with products or services.

● Ensure customer requests, concerns, and complaints are handled professionally and promptly.

● Follow up with customers to ensure their issues have been resolved to their satisfaction.


Problem Resolution :

● Identify customer needs and determine the best course of action to resolve

issues effectively.

● Investigate and escalate complex customer issues to the appropriate internal

teams for further assistance.

● Collaborate with other departments to resolve customer complaints or

coordinate special requests.

● Keep accurate records of customer interactions, transactions, comments, and

complaints on the ticketing tool.


Customer Satisfaction :

● Maintain a high level of professionalism, empathy, and patience while

interacting with customers.

● Strive to exceed customer expectations and deliver personalised service to

enhance customer loyalty.

● Continuously evaluate and improve the customer experience by providing

feedback on processes, policies, and product improvements.

● Seek opportunities to upsell or cross-sell products or services based on

customer needs and preferences.


Communication and Teamwork :

● Collaborate with team members and share knowledge to ensure consistent

and accurate customer support.

● Communicate effectively with other departments to relay customer feedback,

trends, and insights.

● Participate in team meetings and training sessions to stay updated on

product knowledge and customer service skills.

● Contribute to a positive team environment by fostering open communication, mutual respect, and cooperation.


Documentation and Reporting :

● Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in the customer support system.


Requirements

● High school diploma or equivalent; associate or bachelor's degree is a plus.

● Proven customer support experience or relevant customer service role.

● Excellent verbal and written communication skills.

● Strong problem-solving and decision-making abilities.

● Empathetic and patient demeanour when dealing with customer issues or complaints.

● Ability to handle a high volume of customer inquiries in a fast-paced environment.

● Proficiency in using customer support software, ticketing systems, and CRM tools.

● Ability to work independently as well as collaboratively within a team.

● Flexibility to work in shifts and adapt to changing schedules as required.


Location

Andheri East, Mumbai

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