Abcoffee- Customer Service Representative

**Role -** Customer Service Representative

**Experience -** 2-5 years

**Location -** Sakinaka, Mumbai

**Working Mode -** 6 days, WFO

**Specific responsibilities will include**:

- Respond to customer inquiries across all communication channels.
- Keep up to date with offered products and provide accurate answers to questions related to product features, pricing, and availability.
- Work closely with internal departments to meet customers' needs and resolve complicated issues.
- Help resolve product returns and service/maintenance requests.
- Work with courier partners to respond to shipping inquiries and expedite order deliveries.
- Monitor and analyze customer feedback/reviews and provide suggestions to improve CSAT.
- Keep track of product listings to ensure accurate content across all sales channels (description, images, price, etc.).

**Requirements**:

- 0 - 2 years of experience in a similar role
- Self-starter with demonstrated initiative
- Ability to approach problems logically and rationally
- Ability to empathize with and prioritize customer needs.
- Demonstrates conflict resolution, negotiation, and de-escalation skills.
- Demonstrates ownership to resolve challenging customer issues, escalating when necessary.
- Ability to comprehend and interpret customer issues correctly and communicate the solution clearly.
- Ability to compose accurate, concise, and grammatically correct written responses.
- Ability to communicate effectively with internal departments and work in a team environment
- Familiar with MS Office / Google tools (Docs, Sheets, Slides, etc.) and a basic understanding of e-commerce websites (Shopify, Amazon, etc.) and how they work.
- Ability to understand and quickly learn new tools/software.
- Effective problem-solving skills including decision-making, time management, and immediate prioritization of tasks as assigned
- Must be willing to work on weekends.

**What we offer**:

- Competitive salary
- ESOPs*
- Health and Term insurance

An opportunity that you would be proud to take forever.

**About abCoffee**:
We are India's first Tech enabled affordable specialty coffee company. Our mission since the onset of the idea is to democratise specialty coffee in India by making it accessible and affordable to the whole of India. We are hands down the best rated coffee company across all regions we are serving in Mumbai and now moving into growth stage after incredible initial traction.

**Our Mission**
Democratize specialty coffee in India by making it accessible and affordable for most of India and spreading awareness about coffee in India.

**Our Vision**:Specialty coffee for all**
Be the neighborhood coffee place in all corners of the country which encourages community development and inspires people to be the change they want to see in the world.

**Our Values: People, Service, Excellence**

**People**:The world is amazing because of the amazing people that live here. We celebrate people who walk in every day to get their daily dose of happiness, we celebrate our happy and warm barista partners who give their best to brew India’s best coffee to every person they encounter. People both our customers, and employee partners are the pulse and spirit at abCoffee.

**Service**: As a company, we exist to serve. To service the humankind with the magic of coffee beans sourced ethically from the hardworking and honest farmers in India, to service the spirit of community development one neighborhood at a time, to service the spirit of dreamers and change makers in the society who make this world a better to live in-one day at a time, every day.

**Excellence**: We benchmark ourselves with the best of industry standards be it sourcing the best coffee beans, or working with fun and hardworking barista partner talents, or our superior training and development programs, or our unending personal love & warmth that gets added in every cup that we brew at abCoffee for our champion customers.

**Culture at abCoffee**

Culture at abCoffee can be described in 5 simple principles:

- Respect
- Autonomy at work
- Grow together
- Do our best, excellence in all we do and we keep evolving.
- Trust on each other’s ability and build a company that generations after us will be proud of.

**Beyond the salary, great coffee and amazing work culture**:

- Autonomy to build, break and re build the entire work flow. We are young, we are agile and we are growing.
- Gender-neutral policies
- Health and term insurance coverage
- Regular training programs to grow in your area of interest with 360 professional development.
- ESOPs, as abCoffee grows and becomes India’s neighborhood coffee place, all its builders and shapers grow together.
- First ever coffee company in India to offer ESOPs to Baristas.