We at Nirogam, a group of aspiring individuals, have a vision that authentic Ayurveda should reach

every home in India and beyond. The Ayurveda industry has seen multifold customer acceptance in the past decade and continues to grow at an unprecedented pace globally. As a person who bags this opportunity, get ready to create an impactful change on all platforms of business growth within the purview of this role.

We are looking for a Customer Service Executive for Nirogam, you will be responsible for customer satisfaction by facilitating pre and post-sale services and suggestions about Nirogam's products.

What you will do :

Customer Service :

- Work as the first layer of representation for Nirogam's customers via all channels of communication, that is, website, social media, email, chat, and telephone.

- Communicate Nirogam's purpose, core values, and vision to customers.

- Courteously welcome customers, understand their requirements, ask for a prescription from a physician, and take necessary customer details.

- Take bookings for medical consultations.

- Educate customers about products and services in a clear manner. Help customers understand Nirogam's products and answer questions.

- Follow up periodically for repeat orders, or as prescribed.

Complaint Resolution :

- Help and assist customers with their complaints, questions, and their reservations, try to convince customers, and qualify queries into leads

- Manage issues and escalate complaints to the right desk for fast complaint resolution.

- Respond promptly to customer inquiries. Improve response time to ensure exceptional customer experiences.

- Take or Initiate corrective actions as and when necessary. Think and adopt new ideas into operations.

- Remain calm if and when the customer is irate. As necessary, escalate and/ or take help.

- Be a problem solver and work on customer retention. Ensure customer satisfaction.

- Maintain a positive, empathetic, and professional attitude towards every customer at all times.

Billing and invoicing :

- Provide invoices to customers for their purchase orders

- Handle queries around the exchange of goods, and sort out payment and billing-related queries.

- Take orders, process orders, forms, applications, and requests, and process returns

Work Management :

- Know Nirogam's products inside and out.

- Keep records of customer interactions, transactions, comments, and complaints.

- Manage and balance workloads, set priorities, and ensure that all benchmarks are met

- Work cross-functionally with internal departments.

- Adopt a systematic and automated way of working.

- Collect and compile recurring issues, and document cases for management to prioritize as needed.

- Strive to increase opportunities for sales/growth through effective customer service.

- Provide feedback on the improvements that can be made to the customer service process.

Relationships :

- Build highly efficient and effective working relationships with team members

- Make work engagement a priority

Quality :

- Make sure all open communications are answered and closed in real-time.

- Eliminate the re-incidence of operational issues by creating, documenting, and communicating resolutions

- Provide feedback on the improvements that can be made to the customer service process.

- Never give incorrect information and or make false recommendations.

Required Skills and Qualification :

Technical Competencies :

- Graduate degree or diplomat.

- 2-3 years of customer service experience.

- Proficient with internet applications and Microsoft Office (Word, Excel, PowerPoint, etc.).

- Good Knowledge of Software and Tools

Behavioural Competencies :

- Excellent written and verbal communication skills in Hindi and English.

- Good interpersonal and presentation skills.

- Customer orientation and ability to adapt/respond to different types of customers.

- Ability to multi-task, prioritize and manage time effectively.

- Good listening and problem-solving skills.

- A self-starter personality/ way of working is essential.

- Should be able to empathize with the customer

- Can-do attitude & adaptability to a fast-paced environment

- Ability to take and handle stress and pressure.

- Willingness to learn and grow in this industry

- We encourage interested aspirants to refer to our : Website :  https://nirogam.com/pages/career

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