▷ [Immediate Start] Product Experience Specialist (Customer Service)

2 days ago

Mumbai India EDT Full time

Job Description Company Description At EDT, Our mission is to reimagine the daily devices in our life for the present & for the future. To spark joy in the daily humdrum of our lives with design & seamless tech. To make your everyday extraordinary. Role Description This is a full-time, on-site role located in Mumbai for a Product Experience Specialist (Customer Service). The specialist will handle day-to-day tasks related to customer inquiries, providing product-related information, and offering support to ensure customer satisfaction. Daily responsibilities include managing customer service operations, collaborating with product specialists to resolve issues, and using analytical skills to understand and enhance the customer experience. The role also involves communication and sales duties to promote and support EDT's products. Key Responsibilities: 1.Manage and resolve customer queries via email, phone, live chat, and social media within defined SLAs. 2. Support customers during the pre-purchase phase with product guidance and recommendations. 3. Troubleshoot product issues, guiding customers through resolution steps and coordinating with service/repair partners. 4. Handle warranty claims, replacements, and returns in line with company policies. 5. Maintain accurate customer interaction logs in CRM. 6. Comfortable working & set up automate Workflow with AI-driven tools (chatbots, response assistants, IVR options). 7. Collaborate with product, operations, and logistics teams to ensure smooth resolution of complaints. 8. Monitor and report recurring customer pain points to inform product and process improvements. 9. Proactively engage with customers to enhance satisfaction, reduce churn, and encourage repeat purchases. 10. Talk to customers like humans, not tickets, turning frustration into delight and curiosity into conversion. 11. Tech-savvy, quick to grasp product specifications and technical troubleshooting. 12. Troubleshoot issues with hardware products, escalating to internal teams when needed Qualifications - Experience as a Product Specialist with strong analytical skills - Excellent communication and customer service skills - Experience in sales and customer support - Ability to work independently and as part of a team - Familiarity with the technology and design industry is a plus

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