Executive - Customer Support -HNPL

ESP Engineered; Hyderabad; On-site; INR 300,000 - 500,000; Full time

Job summary

ESP Engineered seeks a customer interaction specialist in Hyderabad, India. This role involves engaging with customers to provide expert advice on plant selection and care while ensuring a positive experience.

Candidates should possess a Bachelor's degree in Horticulture or related fields, along with strong communication and problem-solving skills. Previous customer service experience is preferred, as well as knowledge of gardening techniques. The position is essential to maintain customer satisfaction and product support.

Qualifications

• Bachelor's degree in Horticulture, Agriculture, Botany, or related field preferred.
• Previous experience in customer service in nursery or horticultural setting.
• Strong verbal and written communication skills.

Responsibilities

• Act as the frontline liaison for customers addressing inquiries.
• Communicate effectively via phone, email, and in-person.
• Develop a comprehensive understanding of nursery products.

Skills

Communication skills

Problem-solving abilities

Knowledge of plant species

Customer service experience

Education

Bachelor's degree in Horticulture, Agriculture, or Botany

Tools

Customer support software

Job description

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Responsibilities

1. Customer Interaction: Act as the frontline liaison for customers, addressing inquiries, providing guidance on plant selection, care tips, and gardening techniques, and ensuring a positive customer experience.
2. Communication: Communicate effectively with customers via various channels including phone, email, social media, and in-person interactions, ensuring clarity, empathy, and professionalism in all interactions.
3. Product Knowledge: Develop a comprehensive understanding of nursery products, including various plant species, gardening supplies, fertilizers, and pesticides, to assist customers in making informed purchasing decisions.
4. Problem Resolution: Identify and resolve customer concerns, complaints, or issues related to plant health, product quality, or service delivery promptly and effectively, striving to achieve satisfactory outcomes while adhering to nursery policies and procedures.
5. Educational Support: Provide educational resources, gardening advice, and troubleshooting assistance to customers to help them maintain healthy plants, troubleshoot problems, and achieve successful gardening outcomes.
6. Order Management: Assist customers with placing orders, processing payments, and coordinating product deliveries or pickups, ensuring accuracy and timely fulfillment of customer requests.
7. Feedback Management: Gather feedback from customers regarding their gardening experiences, product preferences, and suggestions for improvement, and relay this feedback to the appropriate departments for continuous enhancement of products and services.
8. Collaboration: Collaborate closely with nursery and plantation staff, including horticulturists, growers, and management, to address customer inquiries, coordinate product availability, and ensure consistent service standards.
9. Documentation: Maintain accurate records of customer interactions, inquiries, orders, and resolutions in the customer support database, ensuring data integrity and completeness for future reference and analysis.
10. Training and Development: Stay updated on plant care techniques, gardening trends, and product knowledge through ongoing training sessions, workshops, and self-study, continuously enhancing expertise to better serve customers.

Qualifications

• Bachelor's degree in Horticulture, Agriculture, Botany, or a related field preferred.
• Previous experience in customer service, preferably in a nursery, garden center, or horticultural setting.
• Strong communication skills, both verbal and written, with the ability to convey technical information in a clear and understandable manner.
• Knowledge of plant species, gardening techniques, and plant care best practices.
• Excellent problem‑solving abilities with a customer‑centric approach to addressing inquiries and resolving issues.
• Proficiency in using customer support software and databases for managing interactions and tracking customer data.
• Flexibility to work occasional weekends or holidays as needed.