Customer Support Executive

2 weeks ago

Mumbai, Maharashtra, India Wellbeing Nutrition Full time ₹ 2,50,000 - ₹ 5,00,000 per year

Location:
Mumbai

About Us:

Wellbeing Nutrition is revolutionising the nutraceutical industry by providing high-quality, science-backed supplements and wellness products directly to consumers. Our mission is to empower individuals to take control of their health and well-being through education, transparency, and access to premium nutritional products.

Position Overview:
As a Customer Support Representative in WBN, you'll be the first point of contact for customers, handling inquiries, resolving issues, and ensuring a positive experience via various channels, while documenting interactions and escalating complex cases, along with upselling WBN's products.

Key Responsibilities:

Customer Interaction:

  • Handle inbound customer calls and respond to inquiries in a polite and professional manner.
  • Provide clear and accurate information about products, services, and company policies.
  • Listen actively to customer concerns and understand their needs.
  • Escalate complex or sensitive issues to the relevant team.

Issue Resolution:

  • Identify and resolve customer issues promptly over the phone.
  • Guide customers through troubleshooting steps where required.
  • Record details of customer queries and resolutions in the CRM system.
  • Follow up with customers when necessary to ensure satisfaction.

Product/Service Knowledge:

  • Maintain a good understanding of products, services, and company policies.
  • Stay updated on new features, offers, and processes to assist customers effectively.

Upselling:

  • While resolving queries, promote relevant products or services to customers to drive revenue.

Collaboration:

  • Coordinate with other teams to ensure smooth customer service.
  • Share feedback and suggestions to improve processes.

Requirements:

  • Excellent communication skills in English and Hindi.
  • Good listening skills and the ability to explain information clearly.
  • Customer-focused approach and a polite, professional telephone manner.
  • Strong problem-solving abilities.
  • Experience in a customer service or call center role handling inbound calls is preferred.
  • Basic computer knowledge; familiarity with CRM systems is a plus.

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