Customer Experience Specialist with a Passion for Excellence

2 days ago

Faridabad, Haryana, India Pinq Polka Full time
About PINQ

PINQ is committed to delivering exceptional experiences that exceed customer expectations. As a brand that values innovation, quality, and customer satisfaction, we strive to ensure every interaction reflects our commitment to excellence.

Job Summary

We are seeking a motivated and customer-focused Customer Experience Specialist to join our team at PINQ. In this role, you will be the first point of contact for our customers, providing assistance, resolving issues, and ensuring satisfaction with our products/services. Your goal will be to create a positive, seamless experience that builds loyalty and trust.

Key Responsibilities
  • Customer Support:
    • Respond promptly to customer inquiries via phone, email, chat, or social media.
    • Provide accurate information about PINQ's products/services, policies, and procedures.
    • Manage abandoned cart calls, confirmed orders, COD orders to help solve customer queries.
  • Problem Resolution:
    • Handle and resolve customer complaints with empathy and professionalism.
    • Escalate complex issues to the appropriate department and follow up to ensure resolution.
  • Customer Engagement:
    • Foster positive relationships with customers by understanding their needs and offering tailored products/solutions.
    • Assist in onboarding new customers to ensure a smooth start with PINQ.
  • Record Keeping & Reporting:
    • Maintain detailed records of customer interactions and issues in the CRM system.
    • Provide feedback and insights from customer interactions to help improve products, services, and processes.
  • Process Improvement:
    • Identify recurring customer issues and recommend process improvements.
    • Stay updated on company policies, product updates, and customer service best practices.
  • Team Collaboration:
    • Collaborate with other departments (e.g., sales, marketing, operations) to address customer needs and enhance their overall experience.
    Qualifications
    • Proven experience in a customer service or support role.
    • Strong communication skills, both written and verbal.
    • Ability to remain calm under pressure and handle challenging situations professionally.
    • Familiarity with customer support tools and CRM systems.
    • Excellent problem-solving skills and attention to detail.
    • Proficiency in MS Office or equivalent tools.
    Estimated Salary Range: $60,000 - $80,000 per year

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