Customer Support Associate

2 weeks ago

Mumbai, Maharashtra, 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 200+ 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.

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

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