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Customer Service Representative

4 months ago

Goa, India Grassdoor Logistics Technologies Pvt Ltd Full time

**Position**:Customer Service Executive

**Experience**: 2+yrs

**Job Location**:Goa - Remote

**About Us**

We’re a team of widely experienced industry professionals from world-class organizations as Samsung R&D, ByteDance, TCS, TORG, Weedmaps, Kaliva, Lowell Farms etc. who’ve come together driven by a common passion for building the most-innovative Cannabis delivery company globally. Recognized by Business Insider amongst top 5 cannabis startups in the US, we’re just getting started in our journey.

**Career Opportunity**:
Grassdoor is already well known as the most well-respected and loved cannabis delivery e-commerce marketplace in California, US validated by our ever expanding brand partner ecosystem. We’re now on the lookout for rock stars to join the expanding GLTPL family in India who share the same passion for building cutting-edge proprietary E-commerce and SaaS solutions for the US cannabis industry. If you have made it this far and have what it takes to build a world-class product, hit us up"

**Job Overview**

We are looking for a Customer Service Executive to provide outstanding service to our customers and potential customers. You will be required to answer queries, handle complaints, and troubleshoot problems in a professional and polite manner to ensure effective resolution and customer satisfaction.The ideal Customer Service Executive will be customer focused, detail orientated, and target driven. You should be polite, accurate, knowledgeable, and able to work well within a team.

**Roles and Responsibilities**:

- Interact with customers to provide and process information in response to inquiries, issues, and requests and maintain a strict SLA for replies.
- Deep dive into actual issues/concerns raised by users and liaise with internal teams to find a resolution.
- Be able to work across multiple channels to communicate with customers and handle queries.
- Ensuring high standards of tone and language in all written and verbal communications to customers and internal stakeholders.
- Resolve customer complaints in the most efficient and effective manner, referring to issues using correct escalation procedures.
- Identify patterns and devise ideas to improve Grassdoor’s customer support ecosystem.
- Understanding and using the required software, reports, tools, and metrics.
- Striving to achieve first call resolution and maintain the quality of service.

**Requirements, Experience and Qualifications**:

- Excellent phone etiquette and excellent verbal, written, and interpersonal skills
- Outstanding Communication Skills ( American Accent is a plus)
- Critical thinking based on analytics
- Ability to handle stressful situations appropriately.
- Ability to multitask, set priorities and manage time effectively.
- Sound judgement and take decisions
- Attention to data in detail
- Good listening & probing skills
- Self-motivated and highly reliable
- Graduate in any field
- At least 1 - 2 years' of relevant work experience

**Work Timings**:
US Shift-Rotational

**Benefits**:

- Paid sick time
- Paid time off
- Provident Fund
- Work from home

Schedule:

- Rotational shift
- US shift

Supplemental pay types:

- Overtime pay

Application Question(s):

- Are you currently residing in Goa?

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- Customer service: 2 years (preferred)
- International Calling: 1 year (preferred)

**Language**:

- English (required)