Customer Support Executive - Female

Glan Management Consultancy; Gurugram District; On-site; INR 250,000 - 380,000; Full time

Job summary

Glan Management Consultancy is seeking a customer service professional to handle tollfree calls, email inquiries, and social media queries. The role involves coordinating with sales/marketing teams and managing warranty and product information requests.

Proven tele-calling experience and strong English communication are essential, with proficiency in MS Excel and the ability to adapt to changing circumstances. Experience with SAP returns is a plus.

Qualifications

• Strong English spoken and written communication abilities.
• MS Excel knowledge and hands-on experience.
• Ability to adapt to challenging circumstances.
• Firm understanding of the products or services the business provides.
• Excellent conflict management during negotiations.

Responsibilities

• Answer inbound calls through tollfree channel in a timely manner.
• Email management of customer care inboxes.
• Route queries to relevant sales/marketing teams and follow up until closure.
• Assist customers with inquiries about products, orders and warranty information.
• Respond to queries on social media or WhatsApp.
• Work with SAP on sales returns and warranty processes.
• Create and maintain status sheets for tele-calling, emails, and social media queries.

Skills

English communication

MS Excel

Adaptability

Product knowledge

Conflict resolution

Tools

SAP

Job description

Customer service:

• Answer inbound calls received through tollfree channel and drive the call effectively and time bound manner.
• Email management of all the emails received in customer care email inboxes in time bound manner.
• Proven track record of being a tele-caller and providing exemplary customer service support through emails.
• Ability to switch the communication style based on social cues and conversational hints.
• Create and maintain status or master sheet based on the tele-calling /emails /social media queries or conversation.
• Branch out and allocate queries to relevant sales/ marketing team and closely follow up till closure.
• Executives will have to assist customers with inquiries related to a company and products and service received on tollfree or through emails.
• Executives will help customers with complaints and questions, give customers information about products, order statuses (including custom order) or information regarding warranty coverage on different categories.
• Answering queries received through social media platform or Whatsapp.
• Working closely on Sales return requests on SAP with internal team.
• Working on Warranty requests with customers and internal team.
• Exposure to SAP process of Retrun and warranty.

Attributes Must Have:

• Strong English spoken and written communication abilities.
• MS Excel knowledge and hand on experience is must
• The capacity to adjust to challenging circumstances.
• Having a firm understanding of the products or services the business provides.
• Outstanding capacity to manage conflicts and address grievances during negotiations.