1. Handle customer inquiries via email, chat ,incoming & outgoing calls, WhatsApp, and social media.
2. Resolve customer complaints and provide appropriate solutions within the defined turnaround time.
3. Maintain accurate customer records and update CRM systems.
4. Escalate complex issues to the relevant teams and follow up until resolution.
5. Meet defined KPIs such as CSAT, SLA, AHT, First Response Time, and Resolution Time.
6. Ensure all customer interactions are professional, empathetic, and aligned with the brand's tone of voice.
7. Identify recurring customer issues and share feedback with internal teams for process improvement.
Requirements
Skills Required
- Bachelor's degree in any field
- 1-3 years of customer support or customer service experience; freshers with excellent communication skills may be considered
- Excellent verbal and written communication skills
- Experience with CRM software and omnichannel customer support
- Strong time management, multitasking, and organizational skills
- Attention to detail and commitment to high-quality customer service
- Good problem-solving and interpersonal skills
- Proficiency in Microsoft Excel and Microsoft Office applications
What We Do
Re’equil is an Indian direct-to-consumer cosmeceutical and personal-care brand founded in 2018. Its skincare and haircare products are formulated by scientists and evaluated by dermatologists, with a focus on clinically tested, effective solutions for different skin types. The company aims to offer honest products that deliver on their claims while helping consumers maintain healthier skin and hair through an online direct-to-consumer model.
