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CaaStle Hiring for Remote Customer Service Representative at New Delhi Full Time
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About CaaStle
At CaaStle, we pioneered the clothing subscription rental model, and we are powering it for apparel retailers and fashion brands, to add the complement of rental to their traditional ownership business model. And, for consumers, to give them a new way to experience and embrace their favorite clothing retailers and brands.
We offer CaaS (“Clothing as a Service”) – our proprietary technology, reverse logistics, marketing and infrastructure – as a fully-managed, end-to-end solution through our CaaStle Platform.
Brands include Moss Bros, Banana Republic, Express, Fashion to Figure, Gwynnie Bee, Haverdash, Stylist LA, New York & Company, Rebecca Taylor, Scotch and Soda, and Vince.
As we grow, CaaStle is looking for talented people who are excited to work in a dynamic, fast growing environment and who believe in our Values:
- Do the Right Thing by People
- Connect the Dots Differently
- Make Hard Choices for Long Term Growth
- Winning is a Shared Experience
About the role:
CaaStle is seeking driven individuals with a passion for fashion and customer satisfaction. We are setting up a new inbound voice support centre for our US & UK customers and are looking for people who love the challenge of setting things ground up. At our rapidly growing company, you will support customers with account questions, such as navigating accounts, troubleshooting tracking and shipping questions. You will learn quickly about our CaaStle service to create an exceptional customer experience
What you’ll do:
- Basic expectations
- Based on the Process Training provided – clear the Voice & Email certification
- Using the Process Knowledge, your own skill & experience – quickly and consistently succeed in the main performance metrics of:
1 CUSTOMER SATISFACTION
2 QUALITY
3 EFFICIENCY
- Answering customer calls & emails – related to shipping, billing, service inquiries and membership account administration)
- Support customers by providing recommendations to maximize service benefits
- Proactively educate current and potential customers on CaaStle services
- Navigate through multiple technology systems to provide an exceptional member experience
We’d love for you to have:
Mandatory Experience and Skills:
- 2+ years – In a Call Center ( NON TECH – US/UK Voice & Email Process)
MINIMUM ACCEPTABLE EXPERIENCE
- 12 months US/UK Voice – with some customer service email experience
- Ability to effectively converse in a neutral/international accent
- Excellent written and verbal communication skills
- Graduation degree
Desirable Experience and Skills:
- Experience in an Online Retail/Fashion US/(UK Voice Process) – highly preferred
- Ability to ask probing questions to truly understand the callers’ concerns
- Demonstrate persuasiveness, relationship building and achievement of customer service goals
- Ability to be conversational in a non-scripted environment
- Comfortable working in multiple systems/tools at the same time
- Proven problem-solving skills with attention to detail
- Ability to ‘think on your feet’ and service-oriented approach
Even if you don’t meet all of these qualifications above, we’d still love to hear from you. Tell us about your unique qualifications in your cover letter.
What we offer our employees:
- Competitive Salary
- Medical Benefits upto 5 lac for self and family
- Accidental Insurance cover
- Development and advancement opportunities
At CaaStle, we pioneered the clothing rental model and are now powering it for everyday apparel and accessories. Our workplace consists of an inspiring community of people from unique and diverse backgrounds, and our culture is built upon a foundation of respect and camaraderie. Join us in changing the face of fashion.
CaaStle is committed to equality of opportunity in employment. It has been and will continue to be the policy of CaaStle to provide full and equal employment opportunities to all employees and candidates for employment without regard to race, color, religion, national or ethnic origin, veteran status, age, sexual orientation, gender identity, or physical or mental disability. This policy applies to all terms, conditions and privileges of employment, such as those pertaining to training, transfer, promotion, compensation and recreational programs.