Customer Care Specialist

Direct Manager : Customer Care Manager

Department: Customer Care

Job Summary

As a Customer Care specialist specializing in beauty and fashion products, your main responsibility is to provide excellent customer service to existing as well as prospective customers by handling customer queries and complaints and providing quality and timely resolution in line with the established guidelines. Your role is essential in ensuring best-in-class customer service to customers.

Responsibilities :

Primary responsibilities include, yet extend beyond, the following:

· Customer Service: Promote good customer relations by providing customer satisfaction with a friendly demeanor, can-do attitude, and willingness to always help. Receive and respond to inquiries/complaints regarding the products and services offered, and ensure it is resolved in a timely manner.

· Customer First Approach: Analyse customer feedback and ensure necessary action is taken on improvement areas. Ensuring that the customer queries/issues take priority and provides timely resolution.

· Self-Management: Define performance goals in discussion with the reporting manager and ensure that the goals are achieved during the year. Take ownership of his/her own learning agenda by identifying development needs in consultation with the reporting manager and agreeing on the individual development plan which goes beyond just training and development.

· Day-to-day Operations: Managing customer inquiries (by any channel) will be the topmost priority. Be the first point of contact for our customers. Maintain accurate records and documentation of all customer interactions. Take full ownership of providing resolution to customers.

Queue Management: Proficiency in managing a large volume of customer inquiries from different channels and ensuring the SLAs are met while accurately and efficiently responding to customers.