Customer Service Specialist
Customer Service Specialist
22
Ahmedabad
Job Views:
Created Date: 2026-04-15
End Date: 2026-07-13
Experience: 3 - 5 years
Salary: 0
Industry: Home Décor and Lifestyle
Openings: 1
Primary Responsibilities :
Job Description: Customer Service Specialist
Department: Customer Service
Reporting To: Customer Service Manager
Location: Remote / Multiple Locations (Global Presence)
https://www.surveymonkey.com/r/W5GCG8C
Role Overview
As a Customer Service Specialist, you will be the voice of the brand, responsible for delivering a "best-in-class" experience to retailers and end consumers. This role requires a blend of high-empathy communication, technical proficiency in order management systems, and the discretionary judgment needed to resolve complex service issues.
Candidate Profile
Experience: Minimum of 2 years in a customer service role, preferably within a high-volume Call Center environment.
Technical Savvy: Working knowledge of Microsoft Office (Outlook, Word, and Excel) and experience with SAP or similar ERP systems.
Soft Skills: Strong business acumen, positive demeanor, and the ability to negotiate with confidence.
Escalation Handling: Proven ability to remain calm and professional while resolving escalated customer concerns.
Independence: Strong initiative with the ability to manage a database of returns and inquiries independently.
Organization: Excellent time management skills with a focus on detail-oriented problem-solving.
Our Culture & Values
We are a global leader in the home improvement market, dedicated to simplifying the complex and respecting the dignity of every individual. Our team is driven by a "customer-centric" approach and a core value of continuous improvement. We look for team members who live with integrity, openness, and a deep sense of responsibility to their colleagues.
Experience Requirements:
Key Responsibilities
Omnichannel Support: Provide exceptional service by responding to inquiries from retailers and customers via email and phone.
Issue Resolution: Investigate order concerns and implement solutions that balance business interests with customer satisfaction.
Data Management: Maintain and update information and basic operational reports using Excel.
Order Processing: Accurately process replacement orders and updates within SAP.
Strategic Feedback: Act as a conduit for the customer, ensuring critical feedback reaches the relevant internal departments or stakeholders.
Performance Excellence: Meet or exceed key departmental metrics, including average handle time (AHT), productivity, and quality benchmarks.
Brand Ambassadorship: Maintain a professional and positive brand image during all interactions with customers, vendors, and retailers.
