Esthetic Insights Pvt Ltd Hiring for Customer Support Specialist at Hyderābād Full Time

Functional Description

The incumbent is someone who shares our passion for helping our customers through email, WhatsApp and over call; Plans and implements strategies to solve customer grievance, creates streamlined flows for post purchase and increases customer lifetime value (loyalty) etc.

Responsibilities

• Manage, respond to and resolve customer inquiries related to product, orders, skin concerns and so on; on our brand campaigns, socials, email etcetera
• Assist customers with product selection and act as an online shoppers’ guide, answering questions and suggesting product options available; continually grow in product knowledge of SkinnCells and standard portfolio of products
• Serve as the frontline for customer support by solving problems and answering questions in a timely, professional, and friendly manner. These responses will be executed both verbally and over email so both speaking and writing skills are critical.
• Be a champion and the voice of our customers by sharing feedback internally and exemplifying both our mission and our core value to Put the Customer First.
• Develop scripted email templates and chat responses to new customer questions and inquiries as they arise.
• Collaborate with product, customer experience, and operations teams on cross-functional projects to create an exceptional customer experience.
• Provide key inputs into the product development, identifying opportunities to improve support for our customers.
• Maintain our brand reputation on social campaigns and social media platforms
• Manage FAQ’s, other guidelines, handbooks for any customer support.
• Support Social media team and marketing team with all information regarding handling customer greivances, FAQ’s and resolving issues.
• Represent the voice of customers to provide feedback to internal teams helping to improve overall experience
• Proactively spotting patterns in the frustrations or hopes of our customers and influencers, identifying where and how we can change our processes, tools or product to make them happier
• Liaising with other teams (e.g. logistics, marketing, product, etc.) to ensure a seamless customer experience

Qualifications & Criteria

• Minimum 5+ years of experience in Customer Support
• Big plus if experienced in an online customer support role for an e-commerce brand
• The personality, communication skills and the aptitude for working directly with customers (phone and video calls)
• Must have excellent written and verbal communication skills in English
• Excellent interpersonal and relationship building skills
• Must be outgoing and charismatic with the ability to nurture and grow relationships with both the external and internal members

Job Type: Full-time

Salary: ₹25,000.00 – ₹75,000.00 per month

Schedule:

• Day shift

Experience:

• total work: 2 years (Required)

Work Remotely:

• No