Job Title: Customer Service Agent
Location: Andheri (HO)
Reports To: Team Lead
Key Responsibilities:
1. Customer Enquiries
- Receive and manage customer enquiries across all available platforms including live chat, toll-free, ORM, email, landline etc.
- Acknowledge and respond to queries related to products, policies, schemes, and services within the defined TAT.
- Coordinate with stores and internal departments to provide accurate information and timely resolutions.
2. Customer Grievances Handling
- Handle customer complaints across all platforms (live chat, toll-free, ORM, email, and landline).
- Ensure grievances related to buybacks, exchanges, refunds, and product quality are properly acknowledged and addressed.
- Escalate issues to the respective store via email and follow up with a call when required.
- Coordinate with stores and relevant departments to ensure complaints are resolved within the defined timeline.
- Maintain proper documentation of all complaints and resolutions.
- Maintain a structured record of positive and negative Google reviews in the assigned Excel format.
- Respond to reviews as per the defined standard response guidelines.
- Contact customers who post negative reviews to understand their experience.
- Escalate negative reviews to the respective store and ensure timely resolution.
- After issue resolution, request customers to update or remove negative reviews (where appropriate).
Key Skills & Competencies:
- Excellent verbal and written communication skills
- Strong problem-solving and conflict-resolution abilities
- Good coordination and follow-up skills
- Customer-centric approach
- Ability to handle multiple platforms simultaneously
- Basic knowledge of MS Excel and CRM tools
Preferred Qualifications:
- Graduate in any discipline
- 1–3 years of experience in customer service / call center (Retail/Jewellery industry preferred)
Job Types: Full-time, Permanent
Pay: ₹20,000.00 - ₹28,000.00 per month
Benefits:
- Flexible schedule
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
