Customer Service Representative

4 days ago

Panipat, India Hammer Lifestyle Full time

**Roles and Responsibilities of a Customer Support Executive**

A **Customer Support Executive** plays a crucial role in ensuring customer satisfaction by addressing inquiries, resolving complaints, and maintaining a positive brand experience.

**1. Customer Interaction & Issue Resolution**
- Provide prompt and accurate responses to inquiries about products, orders, warranties, and services.
- Troubleshoot issues related to products and assist customers with solutions.

**2. Order Management & Support**
- Assist customers with order placement, tracking, cancellations, and returns.
- Coordinate with logistics and delivery teams to resolve shipping issues.
- Ensure timely resolution of escalated cases.

**3. Product Knowledge & Guidance**
- Stay updated on product specifications, features, and usage guidelines.
- Educate customers on product functionalities and troubleshooting steps.
- Recommend relevant products and services based on customer needs.

**4. Complaint Handling & Escalation Management**
- Address customer complaints efficiently and professionally.
- Escalate complex issues to the concerned department and ensure follow-ups.
- Document complaints, resolutions, and feedback to improve service quality.

**5. CRM & Data Management**
- Maintain accurate records of customer interactions and resolutions in CRM software.
- Track common customer issues and provide insights for process improvement.
- Generate reports on customer queries, trends, and feedback.

**6. Customer Experience & Satisfaction**
- Conduct follow-ups to ensure customer issues are fully resolved.
- Gather customer feedback to enhance service quality.
- Assist in loyalty programs, customer engagement initiatives, and surveys.

**7. Collaboration with Internal Teams**
- Work closely with sales, logistics, and product teams to ensure smooth operations.
- Communicate customer pain points to the relevant teams for product/service improvements.
- Suggest policy enhancements based on common customer concerns.

**Customer Support at Hammer**

Since Hammer deals with **corporate gifting** and **electronics**, the customer support executive should also:
Assist B2B clients with bulk orders, customization, and corporate partnerships.
Handle technical support for smartwatches, TWS, and other electronics.
Manage after-sales service, warranty claims, and repair requests efficiently.

Pay: ₹8,086.00 - ₹18,000.00 per month

Schedule:

- Day shift

Supplemental Pay:

- Performance bonus

**Language**:

- English (preferred)
- Hindi (preferred)

Work Location: In person

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