Executive - Customer Service

3 days ago

Mulund Mumbai Maharashtra, India ErgodE IT Services Pvt. Ltd. Full time

**Key Responsibilities**:
1. Assist Buyers with Order Status:

- Retrieve and update order information accurately and efficiently.
- Provide buyers with real-time updates on their order status, including tracking information, shipment details, and estimated delivery times.
- Resolve any issues related to order tracking, delivery delays, or missing items by coordinating with the appropriate teams.

2. Attend Incoming Calls:

- Answer incoming calls in a timely and professional manner.
- Listen actively to buyer concerns and inquiries and provide appropriate solutions or escalate to the relevant department, if necessary.
- Maintain a friendly and customer-centric approach while handling calls.

3. Resolve Buyer Queries:

- Provide accurate and helpful information to address buyer concerns, product inquiries, and service-related issues.
- Demonstrate empathy, patience, and professionalism while addressing buyer concerns.

4. Handle Return Cases:

- Process return requests efficiently and accurately.
- Assist buyers in understanding the return process, including providing information on return policies, procedures, and any required documentation.
- Coordinate with relevant departments to ensure smooth and timely return processing.

5. Maintain Customer Service Standards:

- Ensure adherence to established customer service standards and protocols.
- Strive to exceed customer expectations by delivering exceptional service experiences.
- Continuously develop product knowledge and stay updated on company policies and procedures.

**Qualification**:

- Any Graduate / HSC passed with relevant experience (Min 6 months)

**Soft Skills**
- Excellent verbal and written communication skills.
- Strong problem-solving and decision-making abilities.
- Ability to handle multiple tasks simultaneously while maintaining attention to detail.
- Customer-focused mindset with a genuine passion for delivering exceptional service.
- Proficient in using customer service software, CRM systems, and Microsoft Office Suite.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Empathy and patience when dealing with frustrated or upset customers.

**Technical Skills**
- Basic Excel: Proficiency in using basic Excel functions, such as data entry, sorting, filtering, and basic formulas is valuable for organizing and analyzing customer data, creating reports, and maintaining accurate records.
- Tracking Website Knowledge: Familiarity with tracking websites and systems (e.g., shipment tracking platforms) enables you to assist customers in tracking their orders, providing real-time updates, and addressing any delivery-related concerns.

**Salary**: ₹18,000.00 - ₹22,000.00 per month

Schedule:

- Day shift
- Night shift

Ability to commute/relocate:

- Mulund West, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Higher Secondary(12th Pass) (required)

**Experience**:

- total work: 1 year (required)
- Customer service: 1 year (required)

**Language**:

- English (required)

**Speak with the employer**
+91 8653762001

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