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Executive

exl Service.com (India) Private Limited
Pune, IND
Full-time
Junior · 2+ years experience
Discovered 3 days ago

Full Job Posting

Qualifications

  • Higher Education Diploma with 0 - 2 years of relevant experience
  • Languages: Fluent in English (written and spoken).
  • Experience: Minimum of 2 years of customer service experience, preferably in an e-commerce or retail environment.
  • Strong communication and interpersonal skills.
  • Proficient in using customer service management tools and CRM systems.
  • Ability to multitask and manage high volumes of queries.
  • Excellent problem-solving and troubleshooting abilities.
  • Strong organizational skills and attention to detail.
  • Minimum of 2 years of customer service experience, preferably in an e-commerce or retail environment.

Responsibilities

  • Set departmental goals, manage budgets, lead cross-functional teams, and ensure compliance with policies.
  • Process and verify customer orders to ensure accuracy and timely fulfillment.
  • Address inquiries related to orders not received, including investigating delivery delays or missing items.
  • Handle issues regarding returns that have not been credited, including coordinating with relevant teams to ensure timely resolution.
  • Resolve general customer inquiries regarding product availability, pricing, and order status.
  • Communicate with logistics and warehouse teams to ensure smooth processing of orders and deliveries.
  • Address queries from Next stores regarding deliveries of customer parcels, ensuring timely and accurate dispatch of items.
  • Assist stores with stock checks to confirm inventory levels and resolve discrepancies between online stock and in-store stock.
  • Liaise with relevant teams to facilitate product availability and deliveries to stores.
  • Handle inquiries from international customers regarding orders not received, tracking information, and returns.
  • Provide order tracking information and resolve issues with international deliveries, including liaising with couriers and customs services.
  • Manage return processes for international customers, ensuring they receive timely updates and solutions.
  • Provide support in multiple languages (English, German, Mandarin, and Arabic) to address diverse customer needs.
  • Ensure that international customers receive exceptional service and all queries are resolved in a timely manner.
  • Adjust and update customer accounts as necessary, including resolving billing issues, updating contact details, and processing refunds.
  • Assist in sending mass customer communications, such as promotional emails, order updates, and return instructions.
  • Maintain accurate and up-to-date records of customer interactions in the CRM system.
  • Collaborate with cross-functional teams (e.g., logistics, IT, and marketing) to improve customer service processes.
  • Provide excellent customer service by addressing complaints, providing solutions, and ensuring customer satisfaction.
  • Stay updated on company products, services, and policies to assist customers effectively.
  • Contribute to the continuous improvement of customer service processes and tools.

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