Customer Support Specialist

Company Description

GrunXStore.Com is an online store based in Aurangabad specializes in high-quality phone cases, watch bands, fast charging solutions, and lifestyle products.

Role Description This is a full-time on-site role for a Customer Service Specialist at GrunXStore.Com. The role will be responsible for tasks such as customer experience, upsell, cross-sell, customer graveness etc. Following are the roles and responsiblites:

1. Responding to Customer Inquiries :
   Address customer questions and concerns via email, chat, or phone, providing prompt and accurate information about products, services, or policies.
2. Resolving Issues :
   Handle complaints, order issues, product returns, exchanges, or shipping problems, aiming for quick resolution to maintain customer satisfaction.
3. Product Knowledge :
   Maintain a deep understanding of the product catalog, including specifications, features, and availability, to provide informed recommendations.
4. Order Management :
   Assist customers with placing orders, tracking shipments, and handling cancellations or modifications to existing orders.
5. Technical Assistance :
   Help customers with basic troubleshooting related to website navigation, payment processes, or account setup.
6. Handling Refunds and Returns :
   Process refund requests, ensure proper documentation, and facilitate return or exchange procedures according to company policies.
7. Customer Feedback Management :
   Collect feedback from customers to relay to relevant teams, contributing to improvements in products, services, and the overall user experience.
8. Cross-Department Collaboration :
   Work with inventory, logistics, and marketing teams to resolve issues, ensure product availability, and update customers on any delays or changes.
9. Data Entry & CRM Management :
   Accurately input customer data, track interactions, and maintain customer relationship management (CRM) systems for reporting and analysis.
10. Building Customer Loyalty :
    Engage in upselling, cross-selling, and proactive support to build relationships, drive repeat business, and enhance customer loyalty.
11. Adhering to Company Policies :
    Ensure compliance with company policies regarding customer service, privacy, and handling sensitive data, maintaining a high level of professionalism.
12. Reporting Issues :
    Identify recurring problems or trends in customer feedback, reporting them to the appropriate department for resolution and improvement.

• These responsibilities highlight the importance of communication, problem-solving, and maintaining a customer-first approach in eCommerce.

Equal Opportunity Statement Include a statement on commitment to diversity and inclusivity.