Customer Service Executive

Pilgrim; Mumbai; On-site; INR 240,000 - 360,000; Full time

Job summary

Pilgrim in Mumbai, India is seeking a Customer Support Associate to deliver exceptional service across phone, email, live chat, and social channels. You will troubleshoot issues, provide product information, and ensure customer satisfaction while maintaining accurate records in the ticketing system.

The role emphasizes empathy, effective communication, and collaboration with internal teams to meet SLAs and drive positive customer experiences in a fast-paced environment.

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree a plus.
• Proven customer support experience or relevant role.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Empathetic and patient demeanor when dealing with customer issues or complaints.
• Ability to handle a high volume of inquiries in a fast-paced environment.
• Proficiency with CRM tools, ticketing systems, and customer support software.
• Ability to work independently and in a team.
• Flexibility to work in shifts.

Responsibilities

• Respond promptly to customer inquiries via phone, email, live chat, or social media.
• Provide accurate information about products, services, policies, and procedures.
• Troubleshoot and resolve customer issues with products or services.
• Handle customer requests, concerns and complaints professionally and promptly.
• Follow up with customers to ensure issues are resolved to satisfaction.
• Identify needs and determine the best course of action to resolve issues.
• Collaborate with other departments to resolve complaints or coordinate special requests.
• Keep accurate records of interactions, transactions, and complaints in the ticketing tool.

Skills

Verbal and written communication

Problem solving

Empathy and patience

Multi-channel support

Independent & collaborative work

Shift flexibility

Education

High school diploma or equivalent

Associate or Bachelor’s degree (a plus)

Tools

CRM tools

Ticketing systems

Customer support software

Job description

The Customer Support Associate is responsible for providing exceptional customer service by addressing customer inquiries, resolving issues and ensuring customer satisfaction. This role involves effective communication, problem-solving, and maintaining a positive customer experience. The Customer Support Associate works closely with the customer support team to meet service level agreements and uphold the company's reputation for excellent customer support.

Roles and Responsibilities

Customer Assistance

• Respond promptly to customer inquiries via various channels such as phone, email, live chat, or social media.
• Provide accurate and detailed information about products, services, policies, and procedures.
• Assist customers in troubleshooting and resolving customer’s issues with products or services.
• Ensure customer requests, concerns and complaints are handled professionally and promptly.
• Follow up with customers to ensure their issues have been resolved to their satisfaction.

Problem Resolution

• Identify customer needs and determine the best course of action to resolve issues effectively.
• Investigate and elevate complex customer issues to the appropriate internal teams for further assistance.
• Collaborate with other departments to resolve customer complaints or coordinate special requests.
• Keep accurate records of customer interactions, transactions, comments, and complaints on the ticketing tool.

Customer Satisfaction

• Maintain a high level of professionalism, empathy, and patience while interacting with customers.
• Strive to exceed customer expectations and deliver personalised service to enhance customer loyalty.
• Continuously evaluate and improve the customer experience by providing feedback on processes, policies, and product improvements.
• Seek opportunities to upsell or cross-sell products or services based on customer needs and preferences.

Communication and Teamwork

• Collaborate with team members and share knowledge to ensure consistent and accurate customer support.
• Communicate effectively with other departments to relay customer feedback, trends, and insights.
• Participate in team meetings and training sessions to stay updated on product knowledge and customer service skills.
• Contribute to a positive team environment by fostering open communication, mutual respect, and cooperation.

Documentation and Reporting

• Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in the customer support system.

Requirements

• High school diploma or equivalent; associate or bachelor's degree is a plus.
• Proven customer support experience or relevant customer service role.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Empathetic and patient demeanour when dealing with customer issues or complaints.
• Ability to handle a high volume of customer inquiries in a fastpaced environment.
• Proficiency in using customer support software, ticketing systems, and CRM tools.
• Ability to work independently as well as collaboratively within a team.
• Flexibility to work in shifts and adapt to changing schedules as required.