Associate - Customer Delight

About Us :Founded in 201+ by IIT-B and IIM-A Alumni, Pilgrim is one of the fastest-growing Beauty & Personal Care brands that offers 200+ SKUs across face care, haircare, skincare, makeup and fragrances at over 25,000 pin codes and has grown into a 1000+ offline store omnichannel brand. Pilgrim is known to handpick the world’s best beauty secrets to create exciting and efficacious products that deliver results.Responsibilities :Customer Assistance :- Respond promptly to customer inquiries via various channels such as phone, email, live chat, or social media.- Provide accurate and detailed information about products, services, policies, and procedures.- Assist customers in troubleshooting and resolving customer’s issues with products or services.- Ensure customer requests, concerns, and complaints are handled professionally and promptly.- Follow up with customers to ensure their issues have been resolved to their satisfaction.Problem Resolution :- Identify customer needs and determine the best course of action to resolve issues effectively.- Investigate and escalate complex customer issues to the appropriate internal teams for further assistance.- Collaborate with other departments to resolve customer complaints or coordinate special requests.- Keep accurate records of customer interactions, transactions, comments, and complaints on the ticketing tool.Customer Satisfaction :- Maintain a high level of professionalism, empathy, and patience while interacting with customers.- Strive to exceed customer expectations and deliver personalised service to enhance customer loyalty.- Continuously evaluate and improve the customer experience by providing feedback on processes, policies, and product improvements.- Seek opportunities to upsell or cross-sell products or services based on customer needs and preferences.Communication and Teamwork :- Collaborate with team members and share knowledge to ensure consistent and accurate customer support.- Communicate effectively with other departments to relay customer feedback, trends, and insights.- Participate in team meetings and training sessions to stay updated on product knowledge and customer service skills.- Contribute to a positive team environment by fostering open communication, mutual respect, and cooperation.Documentation and Reporting :- Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in the customer support system.Requirements :- High school diploma or equivalent; associate or bachelor's degree is a plus.- Proven customer support experience or relevant customer service role.- Excellent verbal and written communication skills.- Strong problem-solving and decision-making abilities.- Empathetic and patient demeanour when dealing with customer issues or complaints.- Ability to handle a high volume of customer inquiries in a fast-paced environment.- Proficiency in using customer support software, ticketing systems, and CRM tools.- Ability to work independently as well as collaboratively within a team.- Flexibility to work in shifts and adapt to changing schedules as required.Location :Andheri, East