Customer Support Agent

2 weeks ago

Mumbai, India Datastraw Full time

As a **Customer Support Agent,** you will be responsible for understanding, handling, and coordinating the entire customer support journey for our clients and delivering an exceptional experience.

This role is focusing on providing customer service to companies specifically falling in the D2C sectors and **is specifically for women support agents.** You must be willing to spend time learning about the products and their features.

**Responsibilities**
- Handcraft the entire customer experience journey to maximise delight and brand love (from sharing presales info about the products to postsales support queries around order tracking, payment queries, feedback, etc.)
- Effective problem-solving skills, including decision-making, time management, & immediate prioritisation of tasks.
- Assist customers with product selection, answers questions empathetically and suggests various product options that are available.
- Excellent at Query Resolution and high level of empathy for customers, knows how to respond to negative comments/ queries.
- Team Management - Be both a source of leadership and a resource, providing a range of support for our clients businesses
- Build a strategy around what can be done to ensure the quality standards of support to customers are maintained/improved.
- Set KPI/ KRA's and ensure high customer satisfaction.

**What We're Looking For**
- At least 1 year of customer support experience
- Strong drive to solve problems and build lasting experiences
- Comfortable with using CRM tools
- Warm and empathetic approach to customers
- Drive to do things differently and set new experience benchmarks
- Knows how to respond to negative comments/ queries.

**Requirements**:

- Excellent interpersonal & communication skills
- Fluent in English & Hindi (Other languages known would be an added bonus)
- Somebody who can gel up well in the culture and build it further

**Salary**: ₹12,000.00 - ₹18,000.00 per month

Schedule:

- Rotational shift

Supplemental pay types:

- Performance bonus

Application Question(s):
**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- English (preferred)

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