Customer Support Executive (Chat)

Licious; Bengaluru Urban; On-site; INR 400,000 - 560,000; Full time

Job summary

Licious, a Bengaluru-based meat and seafood company, is seeking a customer service professional to handle inbound and outbound calls, resolve queries quickly, and upsell products when opportunities arise. You will become the primary touchpoint for customers, building loyalty and driving satisfaction.

As a Gastronaut on Meat and Licious processes, you will follow scripts, research issues, escalate when needed, and ensure every conversation ends with a positive, helpful resolution that reinforces

Qualifications

• Respond to inbound/outbound calls and resolve customer queries quickly and effectively.
• Customer’s first point of contact to build loyalty and retention.
• Follow communication scripts when handling topics.
• Seize opportunities to upsell products when they arise.
• Build sustainable relationships and engage customers by going the extra mile.
• Identify customers’ needs, clarify information, research issues and provide solutions.
• Meet personal/team qualitative and quantitative targets.
• Become an expert (Gastronauts) on Meat and on Licious processes and capabilities.
• Handle all types of queries with confidence and keep records of conversations.
• Ensure proper actions on all customer complaints; escalate when needed.
• Educate and empower our customers through better support.
• Drive the Voice of the Customer program to improve Licious based on feedback.
• Provide solutions and guide customers to resolution.
• Escalate critical issues to the appropriate channel.
• Increase customer satisfaction and loyalty through excellent service.
• Ensure a pleasant experience even when problems arise with products.

Responsibilities

• Respond to customer queries and resolve issues promptly.
• Act as the first contact for customers to drive retention.
• Follow scripts to handle topics and upsell where appropriate.
• Document conversations and resolutions for records.
• Escalate complex issues to designated teams as needed.

Skills

Customer service

Upselling

Communication skills

Problem solving

Voice of the Customer

Job description

We are Licious and we are a Bengaluru based meat and seafood company founded in 2015 by Abhay Hanjura and Vivek Gupta, our founders, foodies and friends. We pride ourselves on being India’s most successful D2C food-tech brand operating in 20 cities across the country delighting over 32 lac customers with our de-licious fresh meat and seafood!

Think you have what it takes to be the magic ingredient in the recipe that is Licious? Read on..

What makes the role meaty?

• Respond to inbound/outbound calls in a timely manner and resolve customer queries quickly and effectively to enhance customer satisfaction.
• Customer’s first point to contact with a view of customer loyalty and highest customer retention.
• Follow communication “scripts” when handling different topics
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extramile
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Meet personal/team qualitative and quantitative targets
• Become an expert (Gastronauts) on Meat and on Licious processes and capabilities
• Handle all types of queries from customers with confidence and keep records of all the conversations.
• Ensure proper actions are taken on all customer complaints. In case customer complaints are not resolved, refer to designated departments for further investigation
• Educate and empower our customers and provide better support through Licious
• Drive our Voice of the Customer program to advocate for the customer and improve Licious through incorporating customer feedback
• Provide solutions and guide the customer through to resolution
• Escalate critical support issues to the appropriate channel
• Increase customer satisfaction and build loyalty through providing amazing, personal customer support.
• Ensure customers have a pleasant experience with customer service even when they face problems with product

Working Hours: 10 hours 5 days a week. The 10 hour shift will be anytime within 6 am to 11pm (split shift option may be implemented as per business requirement). Week offs on a weekday and Saturday- Sunday will be working.

Mode of working/ Job Location: Work from Home

We hope that you...

• Are a Bangalore-based candidate and are available to work from Bangalore.
• Have a personal laptop meeting the following requirements:

Intel i3 processor or higher

Windows 10 or above

A mini UPS for your Wi-Fi router to ensure uninterrupted connectivity.

• Have a stable broadband or mobile internet connection with a minimum speed of 50 Mbps.