Customer Service Executive - Central Mumbai

Croma; Thane; On-site; INR 240,000 - 420,000; Full time

Job summary

Croma is seeking a customer service desk representative through apna.co to manage customer interactions in a CRM environment. The role emphasizes handling 1 to 3 years of experience in service CRM, customer handling, and achieving KPIs related to CSAT, complaint resolution, and process accuracy.

The position requires strong communication, problem-solving, and the ability to work in a fast-paced retail setting while maintaining high service standards and coordination with the team.

Qualifications

• 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.

Skills

Strong customer service

Communication skills

Active listening

Problem-solving

Handling difficult customers

Coordination and follow-up

Basic computer skills

Retail process knowledge

Attention to detail

Working under pressure

Team oriented

Job description

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

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