Company Overview

Vplak.com is one of India's fastest-growing online shopping destinations, providing a wide range of electronic gadgets and accessories at the lowest prices. Established in 2015, we are committed to offering excellent value for money, quality products, quick delivery, and easy returns. Our dedicated team, managed warehouse system, and quality customer care, based in Gurgaon, ensure a seamless shopping experience. Visit our website at vplak.com.

Job Overview

We are seeking a dedicated Customer Support Executive to join our team at VPLAK's headquarters in Gurgaon. This is a full-time, junior-level position requiring 1 to 3 years of work experience. The candidate will provide exceptional customer service and product support, ensuring customer satisfaction and maintaining the company's reputation for providing quality service and products.

Qualifications and Skills

• Must have strong problem-solving skills to efficiently identify issues and offer solutions to customers (Mandatory skill).
• Exemplary phone etiquette to manage inbound and outbound calls, providing a positive experience to customers (Mandatory skill).
• Excellent customer service skills to address inquiries and resolve issues, ensuring customers are satisfied (Mandatory skill).
• Live chat support knowledge to offer real-time assistance while maintaining professionalism and empathy.
• Proficient communication abilities, both verbal and written, to convey information clearly and confidently.
• Sales experience to identify opportunities to upsell or cross-sell products while discussing customer needs.
• Ability to convince and persuade people by understanding their needs and offering appropriate solutions or products.
• Familiarity with CRM systems and practices for documenting necessary details and reviewing customer interactions.

Roles and Responsibilities

• Handle customer inquiries via phone, email, and live chat, ensuring prompt and comprehensive resolutions.
• Support customers in placing orders, tracking shipments, and processing returns or exchanges efficiently.
• Maintain accurate records of customer interactions and transactions, updating CRM with shared information.
• Identify customer needs and recommend products or services, enhancing satisfaction and increasing sales.
• Work collaboratively with warehouse and logistics teams to resolve any related issues promptly.
• Participate in training sessions and stay updated with product knowledge to provide accurate information.
• Contribute to improving customer support processes by providing feedback and suggestions for better service.
• Adhere to company guidelines and ensure 100% purchase protection for purchases made on our platform.