Customer Service Team Lead

4 days ago

Greater Hyderabad Area, India Earthful.me Full time

About Earthful

Earthful is an FMCG company focused in the health and wellness space. The founders (Sudha Gogineni and Veda Gogineni ) are graduates from IIT Kharagpur and ISB with a multitude of experience across multinational companies & startups, such as Uber, Meesho, Deutsche Bank, ITC. Earthful is an early stage startup and hence the candidate will have the opportunity to work closely with the founders. We are looking for a candidate passionate about scaling a startup.

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Location: Full-time, Hyderabad.


Roles and Responsibilities:

● Handle customer inquiries and resolve concerns through chat, phone calls, and email communication.

● Maintain in-depth knowledge of our products, policies, and processes to effectively address customer inquiries and resolve concerns.

● Troubleshoot and resolve customer complaints related to product quality, shipping, returns, exchanges, and refunds.

● Order Management: Assist customers with placing, tracking, modifying, or canceling orders, and ensuring timely delivery.

● Actively gather customer feedback and report common issues to improve the customer experience and product offerings.

● Work closely with other departments, including logistics, marketing, and product development, to ensure a seamless customer journey.

● Document customer interactions, feedback, and resolutions in our CRM system. Provide regular reports to management on common customer issues and trends.


Skills

● Experience in speaking with customers and resolving concerns with a good understanding of the product.

● Experience in working with tools like Excel or similar.

●2+ years of experience in customer support, preferably in a high-growth startup.

● Excellent written and verbal communication skills in English

● Experience working in a start-up or fast-paced environment is desirable

● Ability to maintain confidentiality and work with sensitive information

● Must be able to manage the customer support team, with prior experience being mandatory.



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