Associate - Customer Experience [Social Media]

1 week ago

mumbai, India The Souled Store Full time
What do we do?
At The Souled Store, our mission is to redefine casual wear and youth fashion for millions of customers worldwide. Established in 2013, we've evolved from a passion project into a leading brand, renowned for our unique designs and merchandise that inspire conversations and spark joy. By offering a diverse range of themed apparel, we aim to create a community of fashion-forward individuals who express themselves authentically.
But it's not just about the apparel; it's about the experiences we provide. We strive to deliver exceptional service and satisfaction with every interaction, whether it's answering a customer's question, resolving an issue, or simply bringing a smile to their face. That's why we're seeking passionate individuals like you who share our vision and commitment to making a difference.
As a leader within our team, you'll play a crucial role in bringing our brand to life, fostering meaningful connections with our customers, and contributing to a community that celebrates individuality and creativity. Together, we'll continue to push boundaries, inspire change, and shape the future of fashion. If you're ready to join us on this journey and make a real impact, we'd love to have you on board.
Team & 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.
Meet the predetermined daily, weekly and monthly targets.
Identifying customer requirements/needs.
Processing and logging emails, calls and Social Media queries on the CRM system.
Coordinating 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 organization.
For Social Media specifically in addition to the above responsibilities (other than answering calls, emails) :
Pop culture references should be strong.
Excellent writing skills, writing must be creative.
Ability to multitask and handle pressure.
Build sustainable relationships and trust with customers through open and interactive communication.
Provide accurate, valid, and complete information using the tools provided.
Meet the target quota daily in the stipulated time frame.
Handle customer complaints, provide appropriate solutions and alternatives within the set time frame, and also follow-up on cases, where required.
Follow communication procedures, guidelines, and policies as laid down by the company.
Go the extra mile always to sustain the relationship established with loyal customers and convert potential customers as well.
Requirements:
Graduate- 0 to 2 years of 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 learn new skills
Conflict resolution skills.
Patience.
Ability to stay calm and get the tasks assigned completed even on days where we experience high work volumes
Ability to work in a team environment.
Ability to meet targets under tight timeframes.
Ability to work in a 24/7 environment, in rotational shifts and on public holidays
Emotional Intelligence

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