Customer Service Executive - Bandra

Croma; Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

apna.co's Customer Service Desk in India is hiring for an associate with 1 to 3 years of experience in service CRM and customer handling. You will work to provide a seamless and positive customer experience by addressing inquiries, resolving issues, and coordinating service requests.

You will manage returns, exchanges, refunds, and other post-sales activities, ensuring accurate documentation and timely case closure while maintaining a calm and customer-focused approach under pressure.

Qualifications

• 1–3 years of experience in service CRM and customer handling.
• Experience resolving queries and complaints.
• Familiarity with post-sales processes like returns and refunds.

Responsibilities

• Manage the customer service desk to deliver seamless customer experiences.
• Resolve queries and complaints; coordinate service-related requirements.
• Ensure smooth execution of returns, exchanges and refunds, and other post-sales processes.

Skills

Customer service

Communication

Active listening

Problem solving

Handling difficult customers

Coordination

Attention to detail

Tools

CRM software

Basic computer skills

Job description

This job is provided by apna.co Customer Service Desk: 1 to 3 years of experience in service CRM, Customer Handling,

To provide a seamless and positive customer experience by managing the customer service desk, resolving customer queries and complaints, coordinating service-related requirements, and ensuring smooth execution of returns, exchanges, refunds, and other post-sales processes.

Key Performance Indicators (KPIs)

• Customer Satisfaction / CSAT
• Complaint Resolution TAT
• Service Case Closure TAT
• Return & Exchange Process Accuracy
• Customer Complaint Escalation Rate
• Pending Case Management
• Process & Documentation Accuracy
• Customer Experience / Feedback
• Compliance with SOPs

Required Skills

• Strong customer service and communication skills
• Good listening and problem-solving ability
• Ability to handle difficult customers calmly
• Good coordination and follow-up skills
• Basic computer and system knowledge
• Good understanding of retail processes
• Attention to detail
• Ability to work under pressure and manage multiple customers
• Team-oriented approach