Handle customer queries via phone, chat & email and drive each issue toward resolution in a manner that supports customer satisfaction & customer retention.
● Communicate effectively with international customers across different regions, ensuring professional and timely resolution of concerns.
● Ensure 2 hr. or less email/Fresh chat response rates.
● Work cross-functionally as needed to obtain resolution & customer satisfaction.
● Handle high-cost order queries separately and consider high-value, VIP customers.
● Report process issues, identify trends, and recommend improvements.
● Prepare data for most customer queries to develop and maintain FAQs.
● Act as the primary point of contact for internal teams regarding customized product feasibility and production-related queries.
● Review customer customization requests and provide guidance on product, design, printing, material, sizing, and production feasibility.
● Coordinate with Design, Production, and Product teams to determine whether customer requirements can be fulfilled within production capabilities.
● Recommend alternative solutions, materials, or design modifications when requested specifications are not feasible
.● Support resolution of production-related escalations impacting order processing, quality, or delivery timelines.
● Maintain and update internal documentation related to customization guidelines, production capabilities, and product limitations.
What we require (Desired Skills and abilities)
Skills:
Proven experience effectively assisting customers in an international customer service or contact centre environment.
● Excellent verbal and written English communication skills with the ability to interact professionally with international customers.
● Strong knowledge of customized products, design processes, printing, and production workflows.
● Advanced conflict resolution capabilities.
● Must be detail-oriented, extremely organized, and possess strong communication, presentation, and excellent customer and internal relationship management skills.
● Strong analytical thinking and problem-solving skills.
● Ability to assess product, design, and production feasibility and provide clear recommendations.
● Fosters a positive team environment and collaboration within and across departments.
● Approachable, cooperative, professional, and a team player.
● Demonstrates an appropriate sense of urgency and adaptability in response to changing business needs.
Pay: ₹35,000.00 - ₹45,000.00 per month
Work Location: In person
