Customer Service Associate ( preferably experienced from Amazon, Amex or other E commerce enterprise)

About Wink & Nod :

Wink & Nod wants to build a customer-centric and trendy brand that can bring a breath of freshness to the sleep industry. Our goal is to provide amazing products to consumers that can help with their sleep and overall well-being. We want to solve 3 key pain points - poor sleep products buying experience, lack of world-class innovative products and prohibitively high product prices that prevent people from buying good reasonably priced sleep products. 

Our company is run by seasoned professionals with backgrounds in investment banking, consulting and venture capital, and come from top tier educational institutes such as Chicago Booth, IIM Calcutta, IIM Ahmedabad, IIM Lucknow, Carnegie Mellon, IIT Kanpur, IIT Kharagpur and IIT Madras.

We are looking for someone to work as Customer Service Associate. The ideal incumbent will be comfortable in a multi-tasking, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service that fits with overall Wink & Nod strategy of always creating total customer satisfaction. You will work with various cross functional teams including finance, sales, and operations to deliver the desired outputs.

Position: Customer Service Associate

Job Responsibilities:

- Resolving phone, and email customer inquiries.

- Processing and logging incoming calls into CRM system.

- Identifying customer needs.

- Attending training sessions to know better about existing and new products and to develop better customer service skills.

- Forwarding and escalating inquiries to relevant individuals and departments.

- Contacting customers to give them accurate feedback on the progress of their inquiries.

- Providing outstanding customer service and follow the issue till closure.

- Updating customer information as required.

- Maintaining confidentiality of information.

- Performing other duties as the need arises.

Desired Skills : 

Communication:

- Excellent communication skills (written and verbal)

- Ability to communicate correctly and clearly both internal and external customers.

- Excellent documentation skills and ability to compose a grammatically correct, concise, and accurate written response.

- Good comprehension skills ability to clearly understand and state the issues that customers present.

Computer Knowledge/Skills:

- Familiarity with internet, MS Excel and latest reporting tools is must

- Excellent typing skills

Customer Focus:

- Excellent customer service skills which involves maintaining focus on the customer issue in a fast-paced environment and provide appropriate solutions.

- Ability to empathize with and prioritize customer needs.

- Demonstrates interpersonal skills with a diverse customer base.

- Demonstrates conflict resolution, negotiation, and de-escalation skills.

- Demonstrates ownership to resolve challenging customer issues, escalating when necessary.

- Flexible with the working schedule; may be expected to work weekends, holidays and events.

- Ability to work overtime as required by business - most often occurring in the weeks surrounding the Diwali, Independence day and Rakhi holiday season.

General Attributes:

- Action oriented, self-disciplined and organized.

- Effective time management skills and ability to prioritize work time to ensure productivity.

- Effective problem solving skills including decision making, time management.

- Ability to concentrate and follow the customers issues without distraction to resolution.

- Maintain regular and reliable attendance.

- Work successfully in a team environment as well as independently

- Graduation or suitable equivalent degree.

- 1+ years customer service experience, preferably in online market field like Amazon/ Flipkart/Urban ladder

- Ability to successfully adapt to changes in the work environment

- Ability to approach problems logically and rationally

- Ability to maintain composure in highly escalated situations

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