Customer Support Specialist

4 days ago

Bengaluru, Karnataka, India Akya Retail Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Job Summary:

We are seeking a highly motivated and customer-centric Customer Support Specialist with

proven experience in the ecommerce industry. The ideal candidate will be responsible for

providing exceptional support to our customers across various channels, resolving inquiries

efficiently, and ensuring a positive customer experience. You will be a vital link between our

customers and our company, contributing to customer satisfaction and loyalty.

Responsibilities:

  • Provide Excellent Customer Support:

Respond promptly and accurately to customer inquiries via email, phone, chat,

and social media.

Resolve customer issues related to orders, shipping, returns, refunds, product

information, and account management.

Proactively identify and address potential customer concerns.

Maintain a professional and empathetic tone in all customer interactions.

  • Ecommerce Expertise:

Demonstrate a strong understanding of ecommerce processes, including order

fulfillment, payment processing, and shipping logistics.

Troubleshoot and resolve technical issues related to the online store and

customer accounts.

Stay up-to-date on product information, promotions, and company policies.

  • Order Management:

Assist customers with order tracking, modifications, and cancellations.

Process returns, exchanges, and refunds accurately and efficiently.

Investigate and resolve order discrepancies.

  • Customer Relationship Management (CRM):

Maintain accurate and detailed records of customer interactions in the CRM

system.

Identify trends in customer feedback and report them to the relevant teams.

Contribute to the development of customer support resources and FAQs.

  • Collaboration and Communication:

Collaborate with other departments (e.g., sales, marketing, logistics) to resolve

customer issues.

Provide clear and concise communication to customers and internal teams.

Escalate complex issues to senior support staff or management as needed.

  • Performance Metrics:

Meet or exceed established performance metrics, such as response time,

resolution time, and customer satisfaction scores.

Contribute to the ongoing improvement of customer support processes.

Qualifications:

  • Minimum of 1 years of experience in customer support, preferably in the ecommerce

industry.

  • Proven ability to provide exceptional customer service in a fast-paced environment.
  • Strong understanding of ecommerce platforms and processes.
  • Excellent written and verbal communication skills.
  • Proficiency in using CRM software and other customer support tools.
  • Strong problem-solving and analytical skills.
  • Ability to multitask and prioritize tasks effectively.
  • Positive attitude and a customer-centric mindset.
  • Ability to work independently as well as part of a team.
  • Familiarity with common ecommerce platforms like Shopify, or similar is a plus.

Preferred Qualifications:

  • Experience with [Shopify, help desk software, or other relevant tools].
  • Experience with social media customer support.
  • Multilingual abilities.Role & responsibilities

Preferred candidate profile

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