Senior Customer Service Representative
24 hours ago
This is a full-time on-site role for a highly skilled customer service professional based in Chennai.
The primary responsibility of the job involves day-to-day interactions with customers to resolve their concerns promptly and effectively.
Additionally, you will be working closely with the support team to maintain high service standards.
- Key Responsibilities:
- Respond promptly and professionally to customer queries via chat, email, social media DMs, and inbound calls.
- Offer real-time support to ensure a seamless customer journey from order placement to delivery.
- Address customer concerns regarding product details, orders, payments, exchanges, returns, and refunds.
- Coordinate with internal teams (e.g., logistics, warehouse, and operations) to resolve order or delivery-related concerns.
- Maintain detailed records of customer interactions in the CRM system and track recurring issues to identify improvement areas.
- Share customer feedback and insights with relevant teams to improve product and service quality.
- Follow defined TATs (Turnaround Times) and SOPs to ensure timely resolution of queries.
- Ensure a consistent and empathetic brand tone in all communication.
- 2–4 years of relevant experience in customer service in D2C, ecommerce, or personal care industries.
- Strong verbal and written communication skills in English (knowledge of Hindi or regional languages is a plus).
- Knowledge of last-mile logistics, courier tracking, return & refund cycles.
- Ability to multitask and work in a fast-paced, customer-obsessed environment.
- Problem-solving attitude with a calm and empathetic demeanor.
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