B2c Customer Support Executive

**About company**

ViaTerra Gear is one of India's leading brands in motorcycle touring accessories. Incorporated in 2010, the company has an extensive portfolio of products in luggage, apparel and hard part categories. We have an in-house team that designs and tests the products, and the products are manufactured at company facilities in Nashik, Maharashtra and Chennai, Tamil Nadu. The ViaTerra brand is trusted by customers in India and in over 60 countries around the world.

**Company Info**

**Location**:ViaTerra Gear,OS-2, Opp Peacock Industries, MIDC Satpur, Nashik, Maharashtra 422007

**Job description**

**Overview**

We are looking for a highly motivated and customer-focused individual to join our team as a B2C Customer Support Executive. In this role, you will be the primary point of contact for our customers, providing exceptional support and ensuring a positive customer experience. You will handle customer inquiries, resolve issues, and contribute to the overall success of our customer service team.

**Role & responsibilities**
- **Customer Interaction**:

- Provide accurate information regarding products, services, and policies.
- Resolve customer complaints and issues efficiently and courteously.
- **Problem Solving**:

- Identify and assess customers’ needs to achieve satisfaction.
- Troubleshoot and resolve product or service problems by clarifying the customer’s complaint, determining the cause, and selecting the best solution.
- **Order Management**:

- Assist customers with placing orders, processing returns, and handling exchanges.
- Ensure orders are processed accurately and within the designated time frame.
- **Documentation**:

- Maintain detailed and accurate records of customer interactions, transactions, and feedback.
- Prepare reports on customer interactions and issues.
- **Product Knowledge**:

- Stay updated on product knowledge and company offerings.
- Provide product recommendations and information to customers.
- **Collaboration**:

- Work closely with other departments such as Sales, Marketing, and Logistics to ensure customer satisfaction.
- Provide feedback to the team and suggest improvements to enhance the customer experience.
- **Quality Assurance**:

- Follow communication procedures, guidelines, and policies.
- Meet or exceed customer service performance targets
- Experience in a B2C environment.
- Basic knowledge of e-commerce.
- Technical aptitude and ability to quickly learn new software and systems.
- Problem-solving attitude with a focus on customer satisfaction.

**Preferred Qualifications**:

- High school diploma or equivalent; a bachelor’s degree is a plus.
- Proven customer support experience or experience as a client service representative.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and practices.
- Excellent communication skills.
- Ability to multi-task, prioritize, and manage time effectively.
- Customer orientation and ability to adapt/respond to different types of customer profiles.
- Proficiency in English; additional languages are a plus.

**What We Offer**:

- Competitive salary & benefits.
- Opportunity to work with a passionate & innovative team.
- Professional development & learning opportunities.

**Industry Type**:Internet (E-Commerce)

**Department:**:Customer Service

**Employment Type**:Full Time, Permanent

**Job Types**: Full-time, Permanent

Pay: ₹15,000.00 - ₹30,000.00 per month

**Benefits**:

- Paid sick time
- Provident Fund

Compensation Package:

- Performance bonus

Schedule:

- Day shift
- Morning shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- cross sale: 1 year (preferred)
- Customer support: 2 years (required)

**Language**:

- English (required)

Work Location: In person

**Speak with the employer**
+91 8956653261
Expected Start Date: 23/11/2024