Position: Customer Support Executive

Location: Gurgaon

Department: Customer Support

About Us: PetMojo is a leading pet care company dedicated to providing high-quality pet services to pet owners. We are passionate about improving the lives of pets and their owners through innovative solutions and exceptional customer services. We have created the PetMojo app with the utmost thought, love, care, and reliability to serve animals and humans.

Job Summary:

The Customer Support Executive is responsible for providing excellent customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction. This role requires effective communication skills, problem-solving abilities, and a strong understanding of the company's products or services.

Key Responsibilities:

• Customer Interaction:
• Handle inbound and outbound customer calls, emails, and chat inquiries in a professional and courteous manner.
• Respond to customer queries and complaints in a timely and accurate manner.
• Provide information about products and services, including pricing, availability, and features.
• Issue Resolution:
• Identify and troubleshoot customer issues, providing appropriate solutions.
• Escalate complex issues to senior support or relevant departments when necessary.
• Follow up on unresolved issues to ensure complete customer satisfaction.
• Documentation:
• Maintain accurate records of customer interactions, including inquiries, complaints, and feedback.
• Update and manage customer support databases, ensuring data integrity.
• Process Improvement:
• Suggest improvements to current processes to enhance customer service efficiency and effectiveness.
• Participate in training sessions to stay updated on product knowledge and customer service best practices.
• Performance Metrics:
• Meet or exceed key performance indicators (KPIs) related to response time, resolution time, and customer satisfaction scores.
• Continuously monitor personal performance metrics and seek opportunities for improvement.

• Team Collaboration:
• Work closely with other departments, to resolve customer issues and enhance the overall customer experience.
• Participate in team meetings and contribute to a positive team environment.

Qualifications:

• Education:
• High school diploma or equivalent (required).
• Bachelor’s degree in a related field (preferred).
• Experience:
• Previous experience in customer service or support roles (required).
• Experience in the industry related to the services (preferred).
• Skills:
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency in using customer support software and CRM systems.
• Ability to manage time effectively and handle multiple tasks simultaneously.
• Patience and empathy when dealing with customers.
• Other Requirements:
• Ability to work on weekends and holidays, if required.
• Strong attention to detail and a commitment to delivering high-quality service.