Customer Service Executive - Central Mumbai

Croma; Meerut; On-site; INR 240,000 - 360,000; Full time

Job summary

Croma in Meerut, Uttar Pradesh, is seeking a customer service desk professional to manage customer inquiries and post-sales processes. You will handle CRM-based interactions, resolve complaints, and coordinate with internal teams to ensure smooth returns, exchanges, and refunds, while maintaining high CSAT.

The role requires 1–3 years of relevant experience and strong communication skills. Candidates should be able to multitask, stay detail-oriented, and work well under pressure in a retail

Qualifications

• 1 to 3 years of experience in service CRM.
• Excellent customer handling and communication skills.
• Ability to resolve queries and complaints effectively.
• Proficient in basic computer and system knowledge.
• Understanding of retail processes.
• Ability to work under pressure and manage multiple customers.

Responsibilities

• Manage customer service desk and resolve queries and complaints.
• Coordinate service-related requirements and ensure smooth execution of post-sales processes.
• Handle returns, exchanges, refunds, and other post-sales tasks.

Skills

Customer service

Communication

Active listening

Problem solving

Handling difficult customers

Coordination & follow-up

Basic computer skills

Retail processes

Attention to detail

Work under pressure

Team orientation

Job description

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