Customer Care Executive

1 week ago

Mumbai, India SUGAR Cosmetics Full time

**ROLE DESCRIPTION**

**Role Title**: Executive/ Senior Executive - CDT

**Role Expectations**:

- Passion to learn - Ability to acquire in depth Process/product knowledge.
- Problem solving ability.
- Decision-making skills
- Ability to work effectively in high stress situations.
- Dealing with complexity, analyzing information and implementing the company’s vision of customer obsession.
- Ability to do independent analysis and arrive at conclusions.
- Excellent interpersonal and communication skills.

**Role Deliverables**:

- Resolve escalated and complex customer issues on-time.
- Anticipate customer needs and deliver timely response to meet their expectations.
- Recommend best practices to meet service level agreements and improve customer satisfaction.
- Facilitating data collection for process improvements and knowledge base improvements.
- Drive root cause analysis of all complaints and work with related functions and stakeholders across the organization to eliminate causative factors and prevent recurrence.
- Ensure that the team follows company policies and procedures.
- Deliver world class services to ensure customer satisfaction.
- Basic process metrics management like SLA, AHT, Dial out, Login hrs, C-SAT scores,

Quality scores set as defined.

**Reporting Relationships**:

- Reporting To: Manager - CDT

**Role Specifications**:
**Educational Qualifications**:

- Graduate/ PG

**Experience Required**:

- 2 - 4 years of experience

**About Sugar**:
Over the past 7 years, SUGAR has scaled to become one of the fastest-growing and most storied digitally
- native brands. This has been built on the back of hard work, uncapped ambition and relentless execution. As the company makes its journey from being a successful DTC startup to a multi-brand beauty and personal care conglomerate, this is an opportunity to learn from and help shape a bunch of passionate individuals who are looking to make this dream a reality.

**Please read more about us**:
Instagram - trysugar

**New Pieces**:

- startup-story-invests-in-sugar-cosmetics-122090300522_1.html
- most-admired-retailer-of-the-year-for-their-aggressive-expansion/
- kaushik-mukherjee-shark-tank-s-vineeta-singh-react-see-post-11660999674659.html

**Why Sugar for your Career?**

Driven by deeply entrenched Values:
HUNGER: We believe that Sugar can be the most profitable consumer unicorns out of India

HUSTLE: Hyper capital efficient, we generated 2.2X revenue for every $ of funding raised till date

HUMILITY: Learn from the best, compete with the rest - we’re huge fans of learning from other’s hits and misses

HUMOUR: We experiment, we fail, but push each other to see the lighter side of things to get up and try again

Pay: ₹300,000.00 - ₹400,000.00 per year

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

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

**Education**:

- Bachelor's (required)

**Experience**:

- Customer service: 1 year (required)

**Language**:

- Hindi (required)
- English (required)

**Speak with the employer**
+91 9372373714

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