Job Title

Job description Key Purpose: - The role is critical to business for delivering excellent customer experience and de-escalate critical issues. - Respond to customer inquiries through various channels, CRM Modules email, and chat - Collaborate with other departments to resolve customer issues and escalate complex cases when necessary. - Document and maintain detailed records of customer interactions in the customer service database. - Resolve the escalations by following up with respective stakeholders internally and externally - Monitor customer accounts for fraudulent activity and take appropriate actions to mitigate risks. - Collaborate with the team to develop strategies and initiatives for improving overall customer service and satisfaction. - Address customer questions, concerns, and complaints promptly and professionally - Offer product and service information to customers, assisting them in making informed purchasing decisions. - Should be flexible working hours/days Expected deliverables Financial-De-escalate customer escalations which would have legal & financial implications. Win back customers who escalate issues Customer-Response and resolution SLA, CSAT score Process -Process compliance score, Root cause fix and track end to end Learning and Growth Strong critical thinking and problem solving skills and risk mitigation approachesCultural Pillars : Customer and Data Obsession, Fast and Frugal, Benchmark and Better the Best Meritocratic and Caring, Fun and FulfilmentSkillset:High customer satisfaction and positive customer feedback. Increased customer loyalty. Accurate and up-to-date customer records for seamless interactions.Educational Qualifications :Bachelor's degree or equivalent experience in customer service or a related field. Minimum of 1 year of customer service experience, preferably in an eCommerce environment. Proficiency in eCommerce platforms and customer service software. Strong knowledge of Microsoft Office Suite. Excellent communication, problem-solving, and interpersonal skills 1-2 Years of Minimum experience is preferable