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Customer Experience Associate

3 months ago

Mumbai, India Pilgrim Full time

Job Description


● 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.