Duties & Responsibilities:
● Reply to customer complaints via phone, chats, email or social media
● Open and maintain customer accounts by recording account information through different marketplaces
● Handling Zoho desk
● Thorough understanding of Policy and should strictly follow the same
● Follow up to ensure that appropriate actions were taken on customers’ requests
● Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Contributes to team effort by accomplishing related results as needed
● Investigate and solve complex customer problems
● Solve problems and thoughtfully address issues experienced by customers and partners ● Must have worked in Furniture Industry
● Prepare product or service reports by collecting and analyzing customer information ● Act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
● Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
● Keep records of customer interactions, process customer accounts and file documents ● Follow communication procedures, guidelines and policies
● Customer orientation and ability to adapt/respond to different types of characters
● Excellent communication and presentation skills
● Ability to multitask, prioritize, and manage time effectively
● Checking complaints received through email/Marketplace Panel/customer Support
● Raising zoho ticket Furniture vertical & Head office
● Check regarding Product damaged images, part details, warranty period, location details,
and emergency of requirements
● If the complaint details are not proper then we should mail to Marketplace teams for
getting proper details & follow up for the same
● Follow up with concern team-Daily follow up with customer care team/Showroom
regarding material status
● Cross check with showroom & understand the issue if service issue then close the ticket
& if material issue then we have to again raise head office ticket for material required
● Check with Manifest details & close the ticket if the product is dispatched
● Maintain Category wise Complaint resolution SLA and maintain daily records of all
complaints received and time taken to resolve
● Monthly Report of all Complaints from All Marketplace
● Monthly Cancellation report due to Product Issues
● Maintaining report of Marketplace returns mail along with reason of return and
coordination with warehouse if all products and received and mention credit note against
the same and email the same on monthly basis to ecommerce team
● If any issues arise in RTV coordination with the Marketplace team, still if the issue is not
resolved then it should be escalated.
Excel Knowledge Required for below
● Pivot Table
● VLOOKUP
● Data Collection
