Senior Customer Service Professional

2 days ago

Pune, Maharashtra, India beBeeRetail Full time ₹ 1,04,000 - ₹ 1,30,878
Job Description

Customer Interaction & Support

  • Serve as the initial point of contact for retail consumers regarding site experience concerns.
  • Provide exceptional customer service to both external customers and internal team members.
  • Handle verbal and written enquiries in a professional, friendly, and timely manner.
  • Communicate retail marketing program information, fuel quality claims, policy details, and product fulfilment.
  • Provide assistance with site locator, fuel issues, and general complaints.

Issue Resolution & Escalation

  • Manage complaint resolution, including identifying root causes and implementing corrective actions.
  • Ensure accurate ticket creation and collect essential information for resolution teams.
  • Transfer knowledge during shift changes for continuity in critical incidents and ensure smooth handovers.

System Usage & Documentation

  • Maintain a high level of proficiency with communication and data systems, including telephone systems, electronic ticketing tools, notification systems, Microsoft Office, and Windows.
  • Keep knowledge documents up to date, including call contact lists, escalation paths, and business notification requirements.
  • Complete special assignments such as supporting data systems, updating documentation, and contributing to knowledge base activities.

Continuous Improvement & Collaboration

  • Actively participate in continuous learning to deepen understanding of business operations and emergency response systems.
  • Identify process inefficiencies and recommend improvements.
  • Collaborate across teams to perform user acceptance testing (UAT) and assist with system and process enhancements.
  • Build and maintain strong working relationships with customers and internal business stakeholders.

Required Skills & Experience

  • Bachelor's degree in Economics, Business, Finance, Accounting, or a related field.
  • Minimum 5–7 years of experience in customer service roles within established organizations.
  • Superior communication skills, both verbal and written.
  • Proven ability to work effectively in teams and with cross-functional partners.
  • Strong problem-solving and organizational skills.
  • Experience in maintaining and enhancing knowledge bases.
  • Ability to analyze and escalate unique incidents beyond scripted guidelines.

Desirable Criteria

  • Retail experience, preferably in a convenience store or fuel retail environment.
  • Familiarity with food service or facility equipment in retail settings.
  • Understanding of customer behavior and retail operations.
  • Strong time management, self-motivation, and ability to manage multiple tasks.

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