Customer Service Agent

**JOB TITLE: CUSTOMER OPERATIONS ASSOCIATE - COD CONFIRMATION, NDR MANAGEMENT, ESCALATION HANDLING,CUSTOMER RELATIONSHIP MANAGEMENT AND SHIPPING LABELS GENERATION.**

Company Overview:
TRENDIZE is a dynamic and customer-centric brand that strives to provide an exceptional shopping experience to our customers. We are currently seeking a dedicated and detail-oriented individual to join our team as a Customer Operations Associate. In this role, you will play a crucial part in ensuring smooth COD confirmation calls, efficient management of non-delivery reports (NDRs), handling escalations with courier aggregators, and maintaining positive customer relationships.

**Responsibilities**:
COD Confirmation Calls:

- Conduct timely and accurate confirmation calls for Cash on Delivery (COD) orders.
- Ensure a positive and seamless experience for customers during COD confirmation interactions.
- Address customer inquiries and concerns related to COD transactions.NDR Management:
Analyze and manage non-delivery reports (NDRs) to identify and resolve delivery issues promptly.
- Collaborate with logistics teams to implement improvements in delivery processes.
- Communicate effectively with customers to provide updates and resolutions for non-delivery situations.Handling Escalations with Courier Aggregators:

- Act as a liaison between Trendize and courier aggregators to address and resolve escalated delivery issues.
- Collaborate with external partners to ensure timely and satisfactory resolutions for escalated cases.
- Maintain a professional and positive relationship with courier aggregators to enhance overall delivery performance.Customer Relationship Management:

- Build and maintain strong relationships with customers through effective communication.
- Handle customer escalations with empathy and professionalism, ensuring timely resolution.
- Proactively address customer feedback and collaborate with internal teams to implement improvements.

**Qualifications**:

- Previous experience in customer service, COD confirmation, NDR management, and escalation handling is preferred.
- Excellent communication skills, both written and verbal.
- Strong attention to detail and problem-solving abilities.
- Ability to work in a fast-paced environment and meet deadlines.
- Team player with the capacity to collaborate effectively acrossdepartments.
- Familiarity with e-commerce operations and courier logistics is a plus.**Benefits**:

- Competitive salary and performance-based incentives.
- Opportunities for career growth and professional development.
- Health and wellness benefits.

COD Confirmation Calls:
Communication Skills:

- Can you describe your approach to communicating with customers during COD confirmation calls?
- How do you ensure clarity and professionalism when confirming orders, including items, addresses, and order amounts?Attention to Detail:

- Why is attention to detail crucial in the COD confirmation process, and how do you ensure accuracy in recording order information?
- Can you share an example of a situation where your attention to detail prevented a potential issue in the COD confirmation process?Customer Interaction:

- How do you handle situations where customers have questions or concerns during COD confirmation calls?
- What steps would you take if a customer disputes the order details during the confirmation process?Problem-solving:

- Describe a time when you encountered a challenge or discrepancy in confirming a COD order. How did you handle it?
- How do you approach resolving issues or discrepancies between customer expectations and the information available for COD confirmation?

Time Management:

- COD confirmation calls often require efficiency. How do you manage your time to ensure that confirmations are done promptly without compromising accuracy?
- Can you provide an example of a time when you had to handle a high volume of COD confirmation calls within a tight timeframe?NDR Management:Analytical Skills:

- How do you analyze Non-Delivery Reports (NDRs) to identify patterns or trends in delivery issues?
- Can you describe a situation where your analysis of NDRs led to an improvement in the resolution process?Customer Communication in NDRs:

- When dealing with customers regarding non-deliveries, how do you approach the communication to provide updates and resolutions?
- What strategies do you use to manage potentially difficult or upset customers when addressing NDR issues?Collaboration with Logistics Teams:

- How do you collaborate with logistics teams to ensure effective resolution of NDRs?
- Can you share an experience where your collaboration with logistics teams positively impacted NDR resolution times?Process Improvement:

- How do you contribute to improving the efficiency of NDR management processes?

**Salary**: ₹10,000.00 - ₹14,000.00 per month

Schedule:

- Day shift

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- total work: 1 year (preferred)
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