Executive - Customer Service (0-3 yrs)

2 weeks ago

Mumbai, India Ergode IT Services pvt. ltd. Full time

About Us: Founded in 2007, E-commerce company, Ergode with a global reach of more than 120 countries and over 100 marketplaces. We have catered to over 5 million customers worldwide in a short amount of time. Currently, we have 21 curated websites that bring to our customers. We are a Houston, Texas based corporation and have been in the business for almost 15 years. We have a dedicated and strong team of 650+ associates and we are continuously adding new people to our team. Ergode is consistently ranked among the top online shopping destinations as we have been rated as the Top 30 Sellers on Amazon, and Top 5 in Walmart, and have also managed to achieve the number 1 ranking on eBay. Our Businesses | AMI VENTURES INC. | VIR VENTURES INC. | BOSON TECHNOLOGIES | Our Brands | Malco Modes | Bella Sous | Red Cup Livings | Keeble Outlets | Store Indya | Vizari Sports | Shalin India | Wristy Buddy I Bolaball I Us Tech I Herbal Concepts | Morning Star | Yardlio | Kozi | Clear Bottle | Key Responsibilities: - Responding to customer inquiries and resolving issues in a timely and professional manner. - Handling escalated customer complaints and finding effective solutions. - Providing product information and assistance to customers. - Monitoring customer feedback and suggesting improvements to enhance the customer experience. - Collaborating with other departments to ensure seamless communication and service delivery. - Maintaining accurate customer records and documentation. - Assisting with training and mentoring new customer service representatives. - Participating in team meetings and contributing ideas to improve customer service processes. Qualifications: - Bachelor's degree in Business Administration or related field. - At least 1 year of experience in a customer service role. - Excellent communication skills, both verbal and written. - Strong problem-solving abilities and attention to detail. - Ability to work well under pressure and meet deadlines. - Proficiency in Microsoft Office applications. - Customer-focused mindset and a passion for delivering exceptional service. Soft Skills: - Clear, empathetic, and professional verbal/written interaction with customers. - Quickly analyzing issues and providing effective, customer-centric solutions. - Staying calm and supportive when dealing with frustrated or upset customers. - Working effectively with cross-functional teams (sales, logistics, product) to resolve issues. - Handling different types of customers and adjusting to process or product changes. - Balancing multiple queries while ensuring timely responses. - Defusing escalated situations while protecting customer relationships. - Avoiding errors in documentation, communication, and issue handling. Technical Skills: - Familiarity with ticketing/CRM systems (Zendesk, Freshdesk, Salesforce Service Cloud, etc.). - Maintaining accurate logs of customer interactions, issues, and resolutions. - Ability to understand and explain product features, updates, and troubleshooting steps. - Word, Excel, Outlook, and PowerPoint for reporting, communication, and documentation. - Collecting and analyzing customer feedback to suggest service improvements. - Managing high-priority issues with structured resolution steps. - Assisting in onboarding and mentoring new team members on systems and processes.

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