Customer Service Executive - Western Mumbai

Croma; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Croma in Mumbai, Maharashtra is seeking an attentive Customer Service Desk Executive to handle customer inquiries and post-sales requests. You will resolve queries, coordinate service needs, and ensure returns, exchanges and refunds are processed smoothly while delivering excellent customer experience.

Ideal candidates have 1–3 years of experience in customer service, strong communication and problem-solving skills, and a calm, team‑oriented approach in a retail setting.

Qualifications

• Strong customer service and communication abilities.
• Good listening and problem-solving aptitude.
• 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.

Responsibilities

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

Skills

Strong customer service

Communication skills

Listening skills

Problem-solving

Handling difficult customers

Coordination & follow-up

Basic computer knowledge

Retail processes knowledge

Attention to detail

Team-oriented

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