Customer Service Representative

2 days ago

Panipat, Haryana, India Hammer Lifestyle Full time ₹ 10,00,000 - ₹ 15,00,000 per year

A Customer Support Associate plays a crucial role in ensuring customer satisfaction by addressing inquiries, resolving complaints, and maintaining a positive brand experience.

1. Customer Interaction & Issue Resolution

  • Handle incoming customer queries via calls, emails, chats, and social media.
  • Provide prompt and accurate responses to inquiries about products, orders, warranties, and services.
  • Troubleshoot issues related to products and assist customers with solutions.

2. Order Management & Support

  • Assist customers with order placement, tracking, cancellations, and returns.
  • Coordinate with logistics and delivery teams to resolve shipping issues.
  • Ensure timely resolution of escalated cases.

3. Product Knowledge & Guidance

  • Stay updated on product specifications, features, and usage guidelines.
  • Educate customers on product functionalities and troubleshooting steps.
  • Recommend relevant products and services based on customer needs.

4. Complaint Handling & Escalation Management

  • Address customer complaints efficiently and professionally.
  • Escalate complex issues to the concerned department and ensure follow-ups.
  • Document complaints, resolutions, and feedback to improve service quality.

5. CRM & Data Management

  • Maintain accurate records of customer interactions and resolutions in CRM software.
  • Track common customer issues and provide insights for process improvement.
  • Generate reports on customer queries, trends, and feedback.

6. Customer Experience & Satisfaction

  • Conduct follow-ups to ensure customer issues are fully resolved.
  • Gather customer feedback to enhance service quality.
  • Assist in loyalty programs, customer engagement initiatives, and surveys.

7. Collaboration with Internal Teams

  • Work closely with sales, logistics, and product teams to ensure smooth operations.
  • Communicate customer pain points to the relevant teams for product/service improvements.
  • Suggest policy enhancements based on common customer concerns.

Customer Support at Hammer

Since Hammer deals with corporate gifting and electronics, the customer support executive should also:

Assist B2B clients with bulk orders, customization, and corporate partnerships.

Handle technical support for smartwatches, TWS, and other electronics.

Manage after-sales service, warranty claims, and repair requests efficiently.

Job Type: Full-time

Pay: ₹10, ₹15,000.00 per month

Work Location: In person

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