To provide excellent customer support across all channels, ensuring queries, complaints, and requests are resolved promptly and professionally, enhancing customer satisfaction and loyalty.
Key Responsibilities:
Handle inbound customer queries via phone, email, WhatsApp, social media, and chat platforms.
Respond promptly and professionally to customer complaints, ensuring timely resolution.
Assist customers with order tracking, refunds, replacements, and product information.
Log and update all customer interactions in the CRM or tracking system.
Collaborate with internal teams (Operations, Sales, Production) to resolve customer issues.
Escalate complex issues to supervisors or relevant departments.
Follow up with customers to ensure satisfaction and closure of complaints.
Identify recurring issues and provide feedback to management for process improvements.
Maintain a high level of product knowledge to provide accurate support.
Meet daily, weekly, and monthly performance metrics (response time, resolution rate, customer satisfaction).
Qualifications & Experience:
Bachelor's degree or equivalent.
1-3 years experience in customer service, preferably in FMCG, retail, or e-commerce.
Strong communication and interpersonal skills.
Skills & Competencies:
Excellent written and verbal communication.
Empathetic, patient, and problem-solving mindset.
Ability to multitask and work in a fast-paced environment.
Familiarity with CRM tools (Zoho, Freshdesk, Salesforce) is a plus.
KPIs / Success Metrics:
Average response time.
First call / contact resolution rate.
Customer satisfaction score (CSAT).
Complaint resolution turnaround time.
Job Type: Full-time
Pay: ?22,000.00 - ?31,570.39 per month
Work Location: In person
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