Overview
**Job Title:** Customer Support Associate
**Location:** [Remote]
**Department:** Customer Support
**Reports To:** Customer Support Manager
**Job Summary:**
As a Customer Support Associate at Flipkart, you will be the frontline ambassador of our brand, delivering exceptional support to our customers. You will handle inquiries, resolve issues, and provide accurate information to ensure a positive shopping experience. Your role is critical in maintaining high customer satisfaction and loyalty.
**Key Responsibilities:**
1. **Customer Interaction:**
– Respond to customer inquiries via various channels, including phone, email, chat, and social media, ensuring prompt and accurate resolution.
– Provide detailed information about products, order status, returns, and other related queries.
2. **Issue Resolution:**
– Address and resolve customer complaints and issues effectively, escalating complex cases to the appropriate department when necessary.
– Use problem-solving skills to identify root causes and offer solutions to prevent future issues.
3. **Order Management:**
– Assist customers with order placement, tracking, modifications, and cancellations.
– Ensure accurate processing of returns, exchanges, and refunds in accordance with Flipkart’s policies.
4. **Customer Satisfaction:**
– Strive to exceed customer expectations by delivering a high level of service and support.
– Gather and analyze customer feedback to contribute to improvements in processes and services.
5. **Documentation and Reporting:**
– Maintain detailed records of customer interactions, transactions, comments, and complaints.
– Generate and review reports to monitor performance metrics and identify trends.
6. **Product Knowledge:**
– Stay informed about Flipkart’s products, services, promotions, and policies to provide accurate information and recommendations.
– Participate in ongoing training and development to enhance product knowledge and customer service skills.
7. **Team Collaboration:**
– Work closely with other team members and departments to ensure cohesive and efficient support operations.
– Share insights and best practices with colleagues to foster a collaborative work environment.
**Qualifications:**
– **Education:** High School Diploma or equivalent required; Associate’s or Bachelor’s degree in Business, Communications, or a related field preferred.
– **Experience:** Prior experience in customer support or a similar role is an advantage, but not required.
– **Skills:**
– Strong communication skills, both verbal and written.
– Excellent problem-solving and decision-making abilities.
– Ability to handle multiple tasks and manage time effectively.
– Proficiency in using customer support software and tools.
– Empathetic and patient with a customer-first mindset.
