Job Description: Customer Service/Success

About Us:

Founded with the vision of becoming the largest e-commerce aggregator in India, over the years, eTrade has successfully established itself as a market leader in the industry and has carved a niche for itself in the e-commerce space. We have been recognized among Top 30 for FUTURE READY workplaces by Fortune India and CEIL HR in 2024.

eTrade is the leader in six categories on Amazon.in ecosystem including some key categories like Home, Auto, L&G, Pets, Amazon Devices and Private Labels (Solimo & Basics). We have over 500 partners including large conglomerates like Bosch, Stanley Black & Decker, Philips, P&G, Godrej, Mars, Drools, Reckitt Benckiser, Wipro, Eicher & many more.

The company's core business revolves around technology, logistics, inventory management, and brand nurturing thereby elevating consumer-leading brands to their full potential.

We aim to be the preferred partner for an Indian customer looking for the highest quality products and be available at every consumer touch-point making us their most recognized & trusted e-commerce aggregator partner in India with ambitious plans to enter international markets.

Job Overview :

As a Customer Care Executive, you will be responsible for handling inbound and outbound calls to assist customers with their queries, provide information about our products and services, resolve complaints, and actively promote sales. The role requires excellent communication skills, a customer-centric mindset, and the ability to contribute to the overall success of our brand.

Key Responsibilities :

1. Customer Assistance: Provide prompt and courteous assistance to customers over phone, chat or email. Address their inquiries, assess their needs, and guide them through the service process.

2. Technical Support: Diagnose technical issues reported by customers and provide troubleshooting assistance. Escalate complex issues to the appropriate technical team for resolution while ensuring customers are kept informed throughout the process.

3. Service Coordination: Coordinate service appointments and schedule for Pickup and drop with respective agency as per SLA

4. Documentation and Record Keeping: Maintain accurate records of customer interactions, service requests, and resolution actions using the company's CRM system or database. Update customer profiles with relevant information to facilitate future service interactions.

5. Customer Relationship Management: Build strong relationships with customers by understanding their needs, addressing their concerns, and providing proactive support. Follow up with customers to ensure their satisfaction with the service provided.

6. Quality Assurance: Adhere to service standards and protocols to deliver high-quality service consistently. Conduct post-service follow-ups or surveys to gather feedback and identify areas for improvement.

7. Product Knowledge: Develop a comprehensive understanding of the products or services offered by the company. Stay updated on product features, specifications, and troubleshooting techniques to provide accurate information to customers.

Team Collaboration: Collaborate with other team members to streamline service processes and enhance the overall customer experience.

8. Query Resolution: Effectively resolve customer complaints, concerns, and issues in a timely and professional manner, ensuring customer satisfaction.

9. Product Knowledge: Stay updated on product features, specifications, and promotions to provide accurate information to customers and enhance sales opportunities.

Qualifications :

1. Proven experience in customer service and sales, preferably in an e-commerce environment.

2. Excellent verbal and written communication skills.

3. Strong interpersonal skills with a customer-centric approach.

4. Ability to handle challenging situations with empathy and professionalism.

5. Basic computer skills and familiarity with customer relationship management (CRM) tools.

6. Goal-oriented with a focus on achieving sales targets.