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Associate - Customer Experience

2 months ago

Mumbai, India The Souled Store Full time

About Us:

The Souled Store is a homegrown youth casual-wear brand started in 2013. We are one of India’s largest online merchandising platforms with licenses like Disney, Warner Bros; WWE, IPL, Viacom18 to name a few. Apart from selling products with themed designs such as superheroes, movies, TV shows, and cartoons, the brand also is at the forefront of the latest youth style and fashion trends. In addition to core men and women wear apparel categories, we have also expanded to new categories and introduced new product lines like activewear, supima products, innerwear, personal

care products like perfumes etc. We have also launched footwear and kidswear recently.


Although we are primarily an online brand, we’ve expanded in the offline retail space as well and have stores in Mumbai, Bangalore, Delhi, Pune and Indore. We're now a 'Great Place to Work' certified organization which boasts of our fantastic employee culture and policies.


The Souled Store was born out of the idea of loving what you do, from the soul. We believe that people do their best work when they love what they do. There are too many Monday mornings and you can’t go dreading every single one of them. Over the years, we have built a strong team of like-minded people that work smart, own their work, and think like leaders. If you identify with what we do and are interested in being a part of an aggressively growing brand, we would love to have you on board


Position Summary:

For a young, growing organization like ours, an Associate in the Customer Experience Team, plays an important role. The associate is the first point of contact with the customer. The associate must be able to assist our customers in a swift, professional and efficient manner in line with the set company guidelines.


Responsibilities:

● Resolve customer queries via inbound/outbound phone calls, emails and social media channels.

● Could also be a part of the research callouts subunit within the team.

● Meet the predetermined daily, weekly and monthly targets.

● Identifying customer requirements/needs.

● Processing and loggings emails, calls and Social Media queries on the CRM system.

● Co-ordinating with various departments to resolve customer queries as and when required.

● Providing outstanding customer service.

● Updating customer information as required.

● Maintaining confidentiality of information.

● Performing other duties as designated as and when the need arises.

● Align individual goals with the goals of the organisation.


Requirements:

● Graduate with Minimum 1 year experience in the customer service industry.

● Ability to work long hours/additional hours as and when required

● Ability to think on one’s feet quickly.

● Ability to think on one’s feet and possess an overall calm attitude, be good at conflict resolution skills and get the tasks assigned done even on days where we experience high work volumes

● Ability to work in a fast-paced environment, team environment and meet targets under tight timeframes

● Must be comfortable working in rotational shifts and on public holidays.


Note : Our hiring team will review your application and should we find your background to be a fit for this role, we will be in touch. If you don't get a response from our team within seven days, please know that your profile may not be a match for our current requirements. However, we appreciate your interest and encourage you to explore future opportunities with us :)