Customer Service Executive

Job Description: Customer Service Executive in the Product Industry

Position: Customer Service Executive
Location: Mumbai (Lower Parel)

Job Overview

We are seeking experienced with effective communication Customer Service Executive from product base industry who will play a crucial role in maintaining positive relationships between customers and the company. They will be responsible for ensuring customer satisfaction by providing timely and accurate information, addressing customer inquiries, and resolving issues related to the companys products. This position requires strong communication skills, problem-solving abilities, and a deep understanding of the company’s products and services.

Key Responsibilities

• Customer Assistance: Handle inbound and outbound customer calls, emails, and live chats. Address customer questions, product inquiries, and concerns related to orders, delivery, returns, warranties, and product usage.
• Product Knowledge: Maintain a strong understanding of the company’s products, including features, benefits, specifications, and potential issues. Advise customers on product selection, troubleshooting, and proper usage.
• Issue Resolution: Proactively resolve customer complaints or issues in a timely and effective manner, including product defects, shipping delays, or product returns and exchanges.
• Feedback Collection: Gather customer feedback regarding product quality and customer service experiences. Report findings to relevant departments for continuous product improvement and service enhancement.
• Documentation: Record and update customer information and interactions in the company’s customer relationship management (CRM) system. Ensure all communications are documented for future reference.
• Collaboration: Work closely with other departments, such as sales, logistics, and product teams, to resolve customer issues and provide insights for product improvements and inventory management.
• Product Promotions and Education: Inform customers about new products, promotions, and special offers. Help customers understand product features, promotions, and value propositions to improve sales and customer satisfaction.
• Problem-Solving: Use troubleshooting skills to assist customers in diagnosing product issues and providing practical solutions. Escalate unresolved issues to higher-level support if necessary.

Skills and Qualifications

• Experience: Proven experience in customer service, preferably in the product industry or a related field.
• Communication Skills: Excellent verbal and written English communication skills with the ability to handle difficult or emotional customer situations with empathy and professionalism.
• Product Knowledge: Ability to quickly learn and understand a wide range of products and services.
• Problem-Solving: Strong analytical and problem-solving skills to resolve customer complaints and issues effectively.
• CRM Software Proficiency: Familiarity with customer relationship management (CRM) tools and support ticket systems.
• Multitasking: Ability to handle multiple inquiries or tasks simultaneously while maintaining attention to detail.
• Team Player: Ability to work effectively within a team environment, collaborating with other departments to provide the best customer experience.
• Patience and Empathy: Ability to remain calm and patient in challenging customer interactions, demonstrating empathy and understanding.
• Flexibility: Adaptability to changing work environments, product offerings, or customer needs.

Education Requirements

• Graduate / High School Diploma or equivalent (required).