Customer Support Professional

2 days ago

Thiruvananthapuram, Kerala, India beBeeCustomerSupport Full time ₹ 30,00,000 - ₹ 42,00,000
Customer Service Representative

Pilgrim is one of the fastest-growing Beauty & Personal Care brands, founded in 2019 by IIT-B and IIM-A Alumni. We handpick the world's best beauty secrets to create exciting and efficacious products that deliver results.

Key Responsibilities:
  • Customer Assistance:
    • Respond promptly to customer inquiries via 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.
  • Communication and Teamwork:
    • Collaborate with team members and share knowledge to ensure consistent and accurate customer support.
    • Communicate effectively with other departments to relay customer feedback, trends, and insights.
    • Participate in team meetings and training sessions to stay updated on product knowledge and customer service skills.
    • Contribute to a positive team environment by fostering open communication, mutual respect, and cooperation.
  • Documentation and Reporting:
    • Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in the customer support system.

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