Customer Support Professional: Delivering Exceptional Experience

2 weeks ago


Mumbai, Maharashtra, India Pilgrim Full time

About Pilgrim

We are one of the fastest-growing Beauty & Personal Care brands, offering 250+ SKUs across face care, haircare, skincare, makeup and fragrances. Our mission is to handpick the world's best beauty secrets to create exciting and efficacious products that deliver results.

Job Summary

The Customer Support Associate plays a crucial role in providing exceptional customer service by addressing customer inquiries, resolving issues and ensuring customer satisfaction. This position involves effective communication, problem-solving, and maintaining a positive customer experience.

Key Responsibilities

• Respond promptly to customer inquiries via various channels such as phone, email, live chat, or social media.
• Provide accurate and detailed information about products, services, policies, and procedures.
• Assist customers in troubleshooting and resolving customer's issues with products or services.
• Ensure customer requests, concerns, and complaints are handled professionally and promptly.
• Follow up with customers to ensure their issues have been resolved to their satisfaction.

Problem Resolution

• Identify customer needs and determine the best course of action to resolve issues effectively.
• Investigate and escalate complex customer issues to the appropriate internal teams for further assistance.
• Collaborate with other departments to resolve customer complaints or coordinate special requests.
• Keep accurate records of customer interactions, transactions, comments, and complaints on the ticketing tool.

Customer Satisfaction

• Maintain a high level of professionalism, empathy, and patience while interacting with customers.
• Strive to exceed customer expectations and deliver personalized service to enhance customer loyalty.
• Continuously evaluate and improve the customer experience by providing feedback on processes, policies, and product improvements.
• Seek opportunities to upsell or cross-sell products or services based on customer needs and preferences.

Requirements

• High school diploma or equivalent; associate or bachelor's degree is a plus.
• Proven customer support experience or relevant customer service role.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Empathetic and patient demeanor when dealing with customer issues or complaints.
• Ability to handle a high volume of customer inquiries in a fast-paced environment.
• Proficiency in using customer support software, ticketing systems, and CRM tools.
• Ability to work independently as well as collaboratively within a team.
• Flexibility to work in shifts and adapt to changing schedules as required.

Estimated Salary: ₹200,000 - ₹400,000 per annum (depending on experience)

Location: Andheri East, Mumbai



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