Customer Support Associate Jobs in Mumbai - PID Imports India Pvt Ltd

Customer Support Associate will be responsible for taking care of customer queries & provide appropriate solutions to the customer. Handling queries of product repair, replacement & refund.

Responsibilities and Duties

• Act as the company's first point of contact and would be responsible for acting as a liaison between customers and companies. Assist with complaints, orders, cancellations, exchange, refund and other queries.
• Resolve customer complaints via phone, email and social media.
• Use the telephone to reach out to customers and verify account information.
• Greet customers warmly and ascertain problem or reason for calling.
• Upgrading accounts.
• Handling after sales service.
• Assist with placement of orders, refunds, or exchanges.
• Advise on company information.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Answer questions about warranties or terms of sale.
• Suggest solutions when a product malfunctions.
• Handle product recalls.
• Attempt to persuade customer to reconsider cancellation.
• Inform customers about offers and promotions.
• Ensure proper customer service is being delivered.
• Compile reports on overall customer satisfaction.
• Coordination with courier companies for tracking the delivery & pickup of the products has been done or not & ensuring that it is done on time as committed to the customer.
• Market mapping and fixing appointments for sales team: Calling on closed calls, follow-up calls, false reporting calls and failed calls and get the appointments fixed for the sales executive servicing that area.
• Post sales courtesy calls: To check on new requirements and give the customer a feeling of trust that they have a purchased the product from a reliable company and a reliable source.
• Service, care and repair: Handling inbound calls & emails, customer complaints and ensuring and that customer whose query is processed is called back at least once.
• Tele-sales calls: Calling up existing and fresh customers to check on their requirements on a day to day basis.