This role is for one of Weekday’s clients
Salary range: Rs 210000 - Rs 300000 (ie INR 2.1-3 LPA)
Min Experience: 1 years
Location: Chennai
JobType: full-time
Requirements
We are seeking a proactive, detail-oriented, and empathetic Customer Support Specialist to join our growing team. In this role, you will be the first point of contact for our B2B customers, delivering prompt, accurate, and helpful support across multiple channels. You will play a pivotal role in ensuring a seamless and satisfying experience for businesses using our eCommerce platform.
This role is ideal for someone with at least one year of experience in customer support, especially within the eCommerce or B2B sector, and who is passionate about resolving issues, understanding customer needs, and driving satisfaction through excellent service. You’ll need outstanding verbal and written communication skills, and a strong ability to manage queries, complaints, and requests in a fast-paced digital environment.
Key Responsibilities
- Customer Interaction: Respond to customer inquiries and support requests via email, phone, live chat, and other communication channels with clarity, professionalism, and empathy.
- Issue Resolution: Troubleshoot and resolve issues related to orders, payments, product listings, platform navigation, and other operational aspects of our B2B eCommerce platform.
- Documentation & Reporting: Accurately log customer interactions and feedback, contributing to documentation and knowledge base creation to support internal and external self-service solutions.
- Collaboration: Work closely with operations, product, logistics, and technical teams to escalate, follow up, and resolve customer concerns promptly.
- Customer Satisfaction: Track and ensure high customer satisfaction scores by delivering timely resolutions and following up on issues until full closure.
- Product Knowledge: Maintain up-to-date knowledge of our product catalog, pricing, platform updates, and company policies to guide customers efficiently.
- Feedback Loop: Share recurring customer concerns and feature requests with relevant teams to inform product and process improvements.
Key Skills and Qualifications
- Experience: Minimum of 1 year in customer support, ideally in eCommerce, B2B sales, or SaaS-related environments.
- Communication: Strong command of English (spoken and written). Ability to explain complex ideas in a simple, empathetic, and friendly manner.
- Problem Solving: A structured approach to troubleshooting and resolving customer issues with a calm, solution-oriented mindset.
- Multitasking: Able to handle multiple conversations, prioritize tasks, and manage time effectively in a high-volume support environment.
- Tech Proficiency: Comfortable using customer support tools like Freshdesk, Zendesk, CRM systems, and ticketing platforms. Basic knowledge of eCommerce systems is a plus.
- Team Player: Willing to collaborate and learn from peers and open to feedback for continuous improvement.
- Customer-Centric Mindset: A passion for serving customers and going the extra mile to ensure a smooth user experience.