Microsoft Excel | CRM Tools | Email Communication | Customer Support | Complaint Resolution | Ticket Management
• Handle inbound and outbound customer calls, emails, and chat queries related to orders, deliveries, returns, exchanges, refunds, warranties, and product sizing.
• Resolve customer complaints and provide accurate information in accordance with company policies and SOPs.
• Conduct size confirmation calls before dispatch and record accurate sizing details to help minimize size-related returns and exchanges.
• Create, update, and close customer support tickets within defined timelines and SLA requirements.
• Follow up with internal teams, including Logistics, Warehouse, Retail, and Accounts, to resolve pending customer issues.
• Coordinate return, exchange, refund, and warranty requests as per established procedures.
• Escalate complex or unresolved cases to the CRM Team Lead within the required timelines.
• Maintain accurate records of customer interactions, complaints, and resolutions in CRM tools.
• Meet individual performance targets for customer satisfaction (CSAT), first response time (FRT), resolution time, quality, and productivity.
• Follow up on pending cases and ensure customers receive timely updates until resolution.
• Follow assigned shift schedules, maintain attendance and availability, and ensure customer queries and pending tickets are handled within defined timelines.
• Adhere to CRM SOPs, ticket management guidelines, and customer communication standards.
• Strong Verbal & Written Communication
• Customer Query Handling & Complaint Resolution
• CRM Tools, Email & Excel
• Problem-Solving & Follow-up
• Multitasking & Time Management