[BPT-872] ? Apply in 3 Minutes! Customer Service Representative

Company Description

THOB.com, The House Of Brands, is a startup studio based in Mumbai that focuses on creating, launching, scaling, and flipping Direct-to-Consumer (DTC) brands. The company is known for its innovative approach to brand-building and market disruption.

Role Description

This is a full-time on-site role for a Customer Service Representative at THOB in Mumbai. The Customer Service Representative will be responsible for handling customer inquiries, resolving issues, ensuring customer satisfaction, and enhancing the overall customer experience on various DTC brands created by the company.

Key Responsibilities:

1. Customer Support via Email & Social Media CRM:

• Respond promptly to customer queries and concerns through email and social media platforms.
• Use the CRM tool to manage tickets, track issues, and ensure timely resolutions.
• Follow up on pending issues to ensure customer satisfaction.

1. Engagement & Communication:

• Handle product-related inquiries, order tracking, refunds, and general queries with professionalism.
• Proactively engage with customers on social media comments, direct messages, and reviews.

1. Problem-Solving:

• Resolve product or service complaints efficiently by identifying the issue, explaining solutions, and escalating complex concerns when needed.

1. Customer Feedback Management:

• Gather customer feedback and share insights with the internal team to improve services and processes.

1. Maintain Brand Voice:

• Communicate clearly, concisely, and in alignment with the brand’s tone and values across all platforms.

Requirements:

• Prior experience in customer care, preferably in e-commerce (1-2 years).
• Proficiency with email support tools (like Zendesk, Freshdesk, or similar CRMs).
• Experience handling social media platforms (Instagram, Facebook, Twitter, etc.) for customer interaction.
• Strong written communication skills with excellent grammar.
• Problem-solving abilities and a customer-centric mindset.
• Ability to multitask, prioritize, and manage time effectively.

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