Customer Support Executive

Parag Milk Foods; Mumbai; On-site; INR 300,000 - 480,000; Full time

Job summary

Parag Milk Foods Ltd. in Mumbai is seeking a Customer Support Executive to manage inquiries across phone, email, and messaging platforms, ensuring accurate information on orders, deliveries, payments, and services.

You will resolve issues promptly, coordinating with Sales, Logistics, Warehouse, and Finance, while maintaining detailed CRM records and following SOPs to meet SLA/TAT. Strong communication and multitasking are essential.

Qualifications

• Excellent verbal and written communication required.

Responsibilities

• Handle customer queries and complaints through phone, email, WhatsApp and other channels.
• Provide accurate information regarding products, orders, deliveries, payments, and services.
• Resolve customer issues promptly while maintaining high customer satisfaction.
• Coordinate with internal teams such as Sales, Logistics, Warehouse, Finance, and Operations to resolve customer concerns.
• Track and follow up on open complaints and service requests until closure.
• Maintain accurate records of customer interactions, complaints, and resolutions in the CRM/system.
• Escalate complex or critical issues to the appropriate team or manager.
• Follow established customer service processes, SOPs, and escalation matrices.
• Identify recurring customer issues and highlight them to the relevant stakeholders for corrective action.
• Ensure timely response and resolution in line with defined TAT.
• Collect customer feedback and identify opportunities to improve the overall customer experience.
• Prepare regular reports on customer complaints, queries, response time, and resolution status.

Skills

Verbal communication

Written communication

Customer handling

Interpersonal skills

Problem solving

Calm under pressure

Follow-up

CRM software

MS Excel

MS Word

Multitasking

Tools

CRM software

MS Excel

MS Word

Job description

Job description:

Parag Milk Foods Ltd, founded in 1992, is one of India's elite private sector dairy company, with a diverse portfolio in over 15 consumer centric product categories. We pride ourselves for providing the best global source of expertise and scientific knowledge in support of the development and promotion of quality cows milk and milk products, to offer consumers nutrition, health and well-being.

Key Responsibilities:-

• Handle customer queries and complaints through phone, email, WhatsApp, and other communication channels.
• Provide accurate information regarding products, orders, deliveries, payments, and services.
• Resolve customer issues promptly while maintaining a high level of customer satisfaction.
• Coordinate with internal teams such as Sales, Logistics, Warehouse, Finance, and Operations to resolve customer concerns.
• Track and follow up on open complaints and service requests until closure.
• Maintain accurate records of customer interactions, complaints, and resolutions in the CRM/system.
• Escalate complex or critical issues to the appropriate team or manager.
• Follow established customer service processes, SOPs, and escalation matrices.
• Identify recurring customer issues and highlight them to the relevant stakeholders for corrective action.
• Ensure timely response and resolution in line with defined TAT/SLA.
• Collect customer feedback and identify opportunities to improve the overall customer experience.
• Prepare regular reports on customer complaints, queries, response time, and resolution status.

Required Skills & Competencies:-

• Excellent verbal and written communication skills.
• Strong customer-handling and interpersonal skills.
• Good problem-solving and analytical ability.
• Ability to remain calm and professional while handling difficult customers.
• Good follow-up and coordination skills.
• Basic proficiency in MS Excel, Word, and CRM/customer service software.
• Ability to multitask and work effectively in a fast-paced environment.

Regards,

HR Team.