Customer Support

2 days ago

Mumbai, India Supportstraw Full time

**COMPANY OVERVIEW**
Our client is a dynamic direct-to-consumer (D2C) company involved in the apparel industry, with a mission to provide individuals with customized daily wear clothing options and focusing on all natural fabrics meant to last you forever. As a Customer Support Agent and Growth Marketer, you will play a vital role in retaining customers through excellent customer service and growing the brand through upselling and online marketing.

**JOB SUMMARY**
We are seeking a motivated and energetic team member to join our team. In this role, you will be responsible for managing the end-to-end support, sales and marketing for our D2C client. If the D2C space excites you, this would be the perfect position for you

**RESPONSIBILITIES**
- Resolving complaints through interactive communication to ensure customer satisfaction.
- Connecting with customers on calls as and when required.
- Identifying and assessing customer's needs and promoting the products through upselling and cross-selling.
- Helping with personalization and customization as per customer requirements.
- Understanding why customers abandoned their carts and trying to assist them in making the conversions.
- Growing the brand through various online marketing techniques.
- Staying up-to-date with product knowledge and providing accurate and complete information to the customers.
- Maintaining accurate and detailed records of customer interactions, orders, and feedback in our CRM system.
- Building sustainable relationships and trust with customers and ensure customer retention.

**REQUIREMENTS**
- Previous experience in customer service, preferably in both voice and non-voice process.
- Prior experience in promoting brands through digital marketing.
- Exceptional communication skills, both verbal and written, with a persuasive and customer-focused approach.
- Must be fluent in both English and Hindi. Fluency in any additional language will be a plus.
- Strong interpersonal skills to build relationships and connect with customers effectively.
- Proficiency in using CRM software.
- Prior experience in using Wati or any other WhatsApp API is desirable.
- Ability to multi-task and prioritize tasks effectively.
- Detail-oriented with excellent organizational and time management skills.

**BENEFITS**
- Competitive salary package and opportunities for growth within the company.
- Comprehensive training and ongoing support to enhance your customer service skills and product knowledge.

**JOB DETAILS**
- Employment Type - Full-Time, Permanent
- Location - Remote
- Shift Duration - 9 hours per day
- Work Timings - 10 AM to 7 PM
- Work Days - 6 days a week (Sundays are working days with 1 rotational off during the week)

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

**Salary**: ₹216,000.00 - ₹264,000.00 per year

**Benefits**:

- Paid sick time
- Paid time off
- Work from home

Schedule:

- Day shift
- Weekend availability

Supplemental pay types:

- Performance bonus

Application Question(s):

- What's the most effective marketing technique for a D2C brand?
- Do you have experience with any WhatsApp Business API tool? Please specify and elaborate.

**Experience**:

- Customer Support: 1 year (preferred)
- Upselling: 1 year (preferred)
- Digital Marketing: 1 year (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

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