Customer Service Associate

1 week ago

Mumbai City District, India Jsw One Platforms Full time ₹ 2,50,000 - ₹ 7,50,000 per year

We are seeking a proactive and customer-focused individual to join our team as a Customer Service Executive. The role involves handling customer queries, complaints, and service requests across both B2B and B2C segments, ensuring a seamless and satisfactory experience.

Role & responsibilities

  • Handle inbound and outbound customer interactions via phone, email, chat, and other channels.
  • Resolve customer issues related to orders, deliveries, payments, and product/service inquiries.
  • Coordinate with internal teams (logistics, sales, technical support) to ensure timely resolution.
  • Maintain accurate records of customer interactions and transactions in CRM systems.
  • Ensure SLA adherence and quality standards in all communications.
  • Support B2B clients with account-related queries, order processing, and escalations.
  • Assist B2C customers with product information, returns, refunds, and feedback.
  • Identify recurring issues and suggest process improvements.
  • Maintain a high level of professionalism and empathy in all customer interactions.

Preferred candidate profile

  • Graduate in any discipline (preferred).
  • 13 years of experience in customer service, preferably in both B2B and B2C environments.
  • Excellent communication skills in English and Hindi (additional languages are a plus).
  • Proficiency in MS Office and CRM tools.
  • Ability to multitask and work under pressure.
  • Strong problem-solving and interpersonal skills.
  • Flexible to work in rotational shifts, including weekends if required.

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