Customer Support Executive

2 weeks ago

Andheri Mumbai Maharashtra, India Follicular technologies Pvt Ltd Full time

Job Overview:
Follicular Technologies Pvt. Ltd., an online B2C company specializing in hair fall treatments, medicines, and products, is seeking a detail-oriented and customer-centric Customer Support Representative.
- Handle incoming customer calls, providing expert guidance on hair fall treatments, products, and usage.
- Address customer concerns, complaints, and grievances promptly while ensuring accurate and complete information is given.
- Maintain the standard of customer interactions by following call quality guidelines and ensuring adherence to specified AHT.
- Make outbound calls for order followups, confirmations, and updates on NonDelivery Reports (NDR) and Return to Origin (RTO) cases.
- Process customer orders accurately, ensuring the correct product selection, dosage, and delivery details.
- Coordinate with internal teams to guarantee smooth order processing and ontime delivery.

*
- Resolve customer complaints related to product delivery, quality, or usage in a timely manner, ensuring customer satisfaction.
- Escalate issues when necessary and provide followup to ensure that customer concerns are fully addressed.

*
- Maintain high call quality by adhering to standard operating procedures, ensuring courteous and professional communication.
- Ensure that all calls are handled within the specified AHT without compromising the quality of customer interactions.
- Identify common customer issues and suggest process improvements to enhance customer satisfaction.
- Provide feedback to management regarding operational challenges or recurring concerns for ongoing optimization.

Pay: ₹20,000.00 - ₹25,000.00 per month

**Benefits**:

- Leave encashment
- Provident Fund

Schedule:

- Day shift

Supplemental Pay:

- Performance bonus
- Yearly bonus

Ability to commute/relocate:

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

Application Question(s):

- Do you have e-commerce experience ?

**Education**:

- Higher Secondary(12th Pass) (required)

**Experience**:

- total work: 1 year (required)
- BPO: 1 year (required)

**Language**:

- Hindi (required)

**Location**:

- Andheri, Mumbai, Maharashtra (required)

Shift availability:

- Day Shift (required)

Work Location: In person

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