Customer Service Associate

About Us

Heads Up For Tails is a one-stop pet product's brand with its paw-prints across India. We design,manufacture, and customize high quality and functional pet products to improve the quality of your pet'slife and make pet parenting delightful.

We were founded with the sole aim of making the lives of all pet companions better and on the strongbelief that pets are family. By offering products and services that make pets more comfortable, healthier,and happier, we hope to strengthen the bond between pet and parent.

With a firm belief in safety, innovation, and empathy, we create and curate a range of relevant petproducts and services. We are constantly adding to our inventory of products and services to provideparents with a holistic pet care experience and hope to become rock solid partners in each family’s petparenting journey.

We have over 1200+ employees spread across the country; with 220+ in our headquarters in Gurgaon. Wehave been awarded the ‘Brand of the Year’ Award three times (2017, 2019 and 2021), most recentlyawarded at Homburg Palace, Vienna. We have been certified as a Great Place to Work 2022 by Great Placeto Work Institute, India.

Position Summary

The Associate, Customer Delight acts as a liaison between the organization and customers. As a passionate animal lover, s/he will play a critical role in helping and supporting our customers to make the right choices for their pets. S/he will be patient, empathetic, and passionately communicative.

The individual in this role would love to talk and genuinely be excited to help customers. S/he will ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

**Responsibilities**:

- Maintaining a positive, empathetic and professional attitude toward customers at all times
- Answering large amounts of queries to provide information about products, services, receive orders, cancel orders, and obtain details of complaints
- Identifying and assessing customers’ needs to achieve satisfaction
- Building sustainable relationships and trust with customer accounts through open and interactive communication
- Meeting personal/customer service team sales targets and call handling quotas; generating sales leads wherever necessary
- Keeping records of customer interactions, transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Providing accurate, valid and complete information by using the right methods/tools
- Making regular calls to existing customers or potential customers to provide education, support, troubleshooting, and sales information, related to products or services we offer.

Minimum Qualifications, Skills and Competencies
- Graduate/ Post Graduate degree in any discipline
- Proven customer support experience or experience as a client service representative (2-5 years of experience)
- Excellent communication (verbal and written) skills in Hindi and English
- Customer orientation and ability to adapt/respond to different types of characters Good listening ability to understand customer issues very clearly and provide resolution
- Ability to function independently as well as in a team, multi-task in a high-energy environment
- flexibility with the working schedule may be expected to work weekends, holidays and event
- Familiarity with Microsoft Office especially Word and Excel

What Heads Up For Tails Can Offer You:
Heads Up For Tails is the single largest organized leader in the growing pet care industry in India, a market thats estimated to reach INR 5475 crores by 2025. With an omni-channel network of manufacturing, retail, e-commerce and distribution, Heads Up For Tails can offer you a dynamic and ambitious work environment where you can leverage your experiences and skills to solve exciting, complex problems. We offer you a culture that thrives on ownership and initiative, where people who are excited about taking the path less travelled will thrive and succeed.