Executive

EXL · Pune

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Key Responsibilities:

1. Order Processing & General Customer Inquiries

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.

2. Store Queries (Next Stores)

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.

3. International Customer Support (Multilingual)

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.

4. Administrative Tasks

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.

5. General Customer Support

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.

Required Qualifications:

Languages: Fluent in English (written and spoken).
Experience: Minimum of 2 years of customer service experience, preferably in an e-commerce or retail environment.
Skills:
- 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.

Job Summary: We are seeking a highly motivated and detail-oriented Customer Service Representative to join our team. The successful candidate will be responsible for processing orders, resolving customer inquiries, and managing customer accounts. This role requires effective communication skills, proficiency in multiple languages, and the ability to manage a range of customer service tasks, including international customer support and administrative duties. The position is ideal for someone who enjoys working in a fast-paced environment and delivering exceptional service.

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