Customer Service Representative

4 months ago

Noida, India Pine & Drew Full time

We are seeking a Customer Support Representative to join our dynamic team in providing exceptional service to our customers. The primary responsibility will be to assist customers with various needs such as abandoned cart recovery, exchanges, returns, and addressing inquiries related to orders. The role requires effective communication skills and a commitment to ensuring customer satisfaction.

**Responsibilities**:
Manage inbound and outbound calls to customers who have abandoned their carts, aiming to assist and facilitate the completion of their purchase.

Handle customer inquiries regarding product exchanges, returns, refunds, and order-related concerns promptly and professionally.

Provide accurate and detailed information to customers regarding product features, availability, shipping, and delivery times.

Collaborate with other teams (e.g., logistics, warehouse, sales) to resolve customer issues efficiently and effectively.

Document customer interactions and maintain accurate records of inquiries, issues, and resolutions in the CRM system.

Ensure a high level of customer satisfaction by delivering exceptional service and resolving customer concerns in a timely manner.

Identify opportunities for process improvement and share feedback with the management team to enhance the customer experience.

Adhere to company policies and procedures while upholding the brand's values and standards in customer interactions.

**Requirements**:
Proven experience in customer service or a related role, preferably in an e-commerce environment.

Exceptional communication skills, both verbal and written, with a customer-centric approach.

Ability to handle multiple tasks simultaneously while maintaining attention to detail and accuracy.

Proficiency in using CRM systems or similar software to manage customer interactions and data.

Strong problem-solving skills and the ability to remain calm and composed in challenging situations.

A proactive and self-motivated attitude with a willingness to learn and adapt in a fast-paced environment.

Flexibility in work schedule to accommodate shifts including evenings, weekends, or holidays if required.

Key Performance Indicators (KPIs):
Abandoned Cart Recovery Rate

Customer Satisfaction Score (CSAT)

First Call Resolution Rate

Average Handling Time (AHT) for calls

Rate of Successful Exchanges and Returns

**Salary**: ₹15,000.00 - ₹25,000.00 per month

Schedule:

- Day shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 1 year (required)
- Customer service: 1 year (required)

**Language**:

- English (preferred)
- Hindi (preferred)

Ability to Commute:

- Noida, Uttar Pradesh (required)

Ability to Relocate:

- Noida, Uttar Pradesh: Relocate before starting work (required)

**Speak with the employer**
+91 8527952997

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