Customer Support Executive - Faridabad, India - Pannkh

Description

The Customer Support Executive plays a crucial role in providing exceptional customer service to users and buyers of the e-commerce platform.

The primary responsibility is to address inquiries, concerns, and issues promptly and effectively, ensuring a positive customer experience and maintaining the platform's reputation for excellent service.

• Provide accurate and relevant information regarding products, services, orders, shipping, returns, and other inquiries.
• Guide customers through troubleshooting processes and resolve problems to ensure satisfaction.

• Investigate and resolve customer complaints or problems in a timely and professional manner.
• Collaborate with relevant internal teams (logistics, technical, sales) to ensure prompt issue resolution.
• Escalate complex or unresolved issues to higher levels of support or management as required.

• Assist customers with placing orders, order modifications, cancellations, and tracking shipments.
• Address issues related to order discrepancies, missing items, and product defects.

• Maintain an indepth understanding of the ecommerce platform's products, services, and policies.
• Stay updated on new product releases, features, and promotions to provide accurate information to customers.

• Maintain accurate and detailed records of customer interactions, inquiries, and resolutions using the provided systems or tools.
• Generate reports on common customer issues and trends to assist in improving the overall customer experience.

• Actively gather customer feedback and insights to identify areas for improvement in products, services, and processes.
• Provide feedback to relevant departments to enhance the overall quality of the platform.

• Exhibit empathy, patience, and professionalism while interacting with customers.
• Demonstrate excellent communication skills, both written and verbal, to ensure effective communication with customers.

• Adhere to company policies, procedures, and ethical standards while assisting customers and handling sensitive information.

• High school diploma or equivalent; bachelor's degree preferred.
• Prior experience in customer support, preferably in an ecommerce or retail environment.
• Strong communication skills with the ability to explain complex concepts in a clear and understandable manner.
• Excellent problemsolving skills and the ability to think quickly and rationally in highpressure situations.
• Familiarity with ecommerce platforms, online shopping processes, and order management systems.
• Proficiency in using customer support software, ticketing systems, and CRM tools.
• Empathy and patience when dealing with customers' concerns and complaints.
• Ability to work in a fastpaced environment and handle multiple tasks simultaneously.
• Flexibility to work in shifts, including weekends and holidays if required.

• Faridabad, Haryana: Reliably commute or planning to relocate before starting work (required)

• Higher Secondary(12th Pass) (preferred)

• Customer service: 1 year (preferred)

• Hindi (preferred)
• English (preferred)