Walk-in | Customer Support Executive

Lenskart; Gurugram District; On-site; INR 300,000 - 500,000; Full time

Job summary

Lenskart is looking for a dedicated Customer Service Representative to handle customer inquiries and grievances with empathy and professionalism. The role emphasizes strong communication, problem-solving, and adherence to quality standards.

You will manage multi-channel support, maintain CRM records, and strive to meet KPIs like CSAT, FCR, and AHT while staying updated on product changes and processes.

Qualifications

• High school diploma or equivalent is required; a bachelor's degree is preferred.
• Proven 13 years of experience in customer service or client support
• Exemplary communication and interpersonal skills
• Ability to perform under pressure with professionalism
• Proficiency with CRM and Microsoft Office
• Willingness to work varied shifts including weekends and holidays
• Familiarity with ticketing/CRM software such as Zendesk, Freshdesk or Salesforce

Responsibilities

• Provide timely, articulate, and professional responses to customer inquiries via multiple channels.
• Diagnose and resolve product or service-related issues by discerning root cause and proposing solutions.
• Maintain meticulous records of customer interactions, transactions, and feedback within CRM systems.
• Escalate unresolved or complex issues to relevant departments or supervisors promptly.
• Proactively follow up with customers to ensure complete resolution and satisfaction.
• Analyze customer feedback to identify recurring issues and collaborate with internal teams for improvements.
• Meet or surpass KPIs such as CSAT, FCR, AHT, and schedule adherence.
• Remain informed on product updates and internal processes.
• Adhere to organizational policies, compliance standards, and QA protocols

Skills

Communication skills

Interpersonal skills

Analytical skills

Pressure management

CRM software

MS Office

Multilingual

Empathy

Team player

Adaptability

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Zendesk

Freshdesk

Salesforce

CRM software

Microsoft Office

Job description

Job Summary

We are seeking a dedicated and empathetic Customer Service Representative to adeptly manage customer inquiries and grievances. The ideal candidate will exhibit exceptional communication skills, a customer-centric ethos, and a demonstrated capacity to resolve issues efficiently and professionally.

Key Responsibilities

• Provide timely, articulate, and professional responses to customer inquiries via multiple channels including telephone, email, chat, and face-to-face interactions
• Diagnose and resolve product or service-related issues by discerning the root cause and proposing optimal solutions
• Maintain meticulous records of customer interactions, transactions, and feedback within CRM systems
• Escalate unresolved or complex issues to relevant departments or supervisors in a prompt manner
• Proactively follow up with customers to ensure complete resolution and satisfaction
• Analyze customer feedback to identify recurring issues and collaborate with internal teams to implement continuous improvements
• Consistently meet or surpass performance benchmarks such as Customer Satisfaction Score (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), and responsiveness
• Remain well-informed on product updates, internal processes, and available tools
• Rigorously adhere to organizational policies, compliance standards, and quality assurance protocols

Required Skills & Qualifications

• High school diploma or equivalent; Bachelors degree is preferred
• Proven experience (13 years) in a customer service or client support capacity
• Exemplary communication and interpersonal skills
• Robust analytical and problem-solving abilities with acute attention to detail
• Ability to perform under pressure and manage challenging interactions with professionalism and tact
• Proficiency with customer service platforms, CRM systems, and Microsoft Office suite
• Willingness and flexibility to work varied shifts including weekends and holidays as necessary

Preferred Qualifications (Optional)

• Industry-specific experience (e.g., e-commerce, telecommunications, financial services)
• Familiarity with ticketing and CRM software such as Zendesk, Freshdesk, or Salesforce

• Multilingual capabilities are advantageous

Key Performance Indicators (KPIs)

KPI Target/Benchmark Weightage (%)

Customer Satisfaction Score (CSAT) 85% 30%

First Contact Resolution (FCR) 75% 25%

Average Handling Time (AHT) 6 minutes 20%

Schedule Adherence 95% 15%

Quality Assurance (QA) Scores 90% 10%

Personal Attributes

• Demonstrates empathy and patience with a strong customer-first orientation
• Proactive and self-motivated with a commitment to excellence
• Adaptable and receptive to constructive feedback
• Collaborative team player with integrity and discretion