Customer Support Executive-Onsite

Job Description: Customer Support Executive -Retail Industry

Position Overview:

We are seeking an enthusiastic and customer-focused Customer Support Executive with 2-4 years of experience in the retail industry. The ideal candidate will excel at addressing customer inquiries, resolving complaints, and ensuring an exceptional customer experience. You will play a key role in maintaining customer satisfaction and loyalty by delivering timely and effective solutions.

Key Responsibilities:

1. Customer Interaction:

• Handle incoming customer inquiries via phone, email, and chat, providing accurate information about products, services, and policies.
• Engage with customers in a professional, friendly, and empathetic manner.

2. Issue Resolution:

• Address customer complaints and resolve issues promptly to ensure satisfaction.
• Collaborate with internal teams such as sales, logistics, and operations to resolve customer concerns.

3. Product Knowledge:

• Maintain in-depth knowledge of the company's products and services to effectively assist customers.
• Stay updated on new products, promotions, and company updates.

4. Documentation and Reporting:

• Maintain detailed records of customer interactions, inquiries, and resolutions in the CRM system.
• Prepare reports on customer feedback, recurring issues, and service improvements.

5. Process Improvement:

• Identify common customer pain points and suggest process improvements.
• Contribute to the development of FAQs, help guides, and training materials.

Qualifications:

• Bachelors degree in Business Administration, Marketing, or a related field.
• 2-3 years of experience in customer support, preferably in the retail industry.
• Proficiency in CRM software and Microsoft Office Suite.
• Strong communication skills (verbal and written) in English; proficiency in regional languages is a plus.
• Problem-solving skills with a proactive and customer-oriented mindset.

Key Competencies:

• Excellent interpersonal skills and the ability to build strong customer relationships.
• Ability to work under pressure and manage multiple tasks efficiently.
• Attention to detail and a commitment to delivering high-quality service.