Customer Delight Associate

Job description

**About Us** **Founded in 2019 by IIT-B and IIM-A Alumni, Pilgrim is one of the fastest-growing** **Beauty & Personal Care brands that offers 250+ SKUs across face care, haircare,** **skincare, makeup and fragrances at over 25,000 pin codes and has grown into a** **1000+ offline store omnichannel brand. Pilgrim is known to handpick the world’s** **best beauty secrets to create exciting and efficacious products that deliver results.** **>Global Inspiration** : We handpick powerful ingredients from around the world (France, Korea, etc.) and use our in-house R&D team along with global partnerships to create effective personal care products. **>Millennial Connection** : The name "Pilgrim" reflects a modern, adventurous spirit. The brand offers a wide range of products curated with ingredients from France, Korea, Spain, Australia, the Amazon Rainforest, and Swiss glaciers. **>Strong Customer Base & Ambitious Goals** : We serve more than 6 million consumers per month and aim for an INR 1000 crore ARR by 2025. **>Well-Funded for Growth** : We have secured significant funding (notably a $20 million Series B round) to support the rapid growth trajectory. Our investors include Fireside Ventures, NSFO and others. **About the Role** **The Customer Support Associate is responsible for providing exceptional** **customer service by addressing customer inquiries, resolving issues and** **ensuring customer satisfaction. This role involves effective communication,** **problem-solving, and maintaining a positive customer experience. The** **Customer Support Associate works closely with the customer support team to** **meet service level agreements and uphold the company's reputation for** **excellent customer support.** **Roles and Responsibilities** **Customer Assistance:** **Respond promptly to customer inquiries via various channels such as phone,** **email, live chat, or social media.** **Provide accurate and detailed information about products, services, policies,** **and procedures.** **Assist customers in troubleshooting and resolving customer’s issues with** **products or services.** **Ensure customer requests, concerns and complaints are handled** **professionally and promptly.** **Follow up with customers to ensure their issues have been resolved to their** **satisfaction.** **Problem Resolution:** **Identify customer needs and determine the best course of action to resolve** **issues effectively.** **Investigate and escalate complex customer issues to the appropriate internal** **teams for further assistance.** **Collaborate with other departments to resolve customer complaints or** **coordinate special requests.** **Keep accurate records of customer interactions, transactions, comments, and** **complaints on the ticketing tool.** **Customer Satisfaction:** **Maintain a high level of professionalism, empathy, and patience while** **interacting with customers.** **Strive to exceed customer expectations and deliver personalised service to** **enhance customer loyalty.** **Continuously evaluate and improve the customer experience by providing** **feedback on processes, policies, and product improvements.** **Seek opportunities to upsell or cross-sell products or services based on** **customer needs and preferences.** **Communication and Teamwork:** **Collaborate with team members and share knowledge to ensure consistent** **and accurate customer support.** **Communicate effectively with other departments to relay customer** **feedback, trends, and insights.** **Participate in team meetings and training sessions to stay updated on** **product knowledge and customer service skills.** **Contribute to a positive team environment by fostering open** **communication, mutual respect, and cooperation.** **Documentation and Reporting:** **Maintain accurate and detailed records of customer interactions, inquiries,** **and resolutions in the customer support system.** **Requirements** **-High school diploma or equivalent; associate or bachelor's degree is a plus.** **-Proven customer support experience or relevant customer service role.** **-Excellent verbal and written communication skills.** **-Strong problem-solving and decision-making abilities.** **-Empathetic and patient demeanour when dealing with customer issues or** **complaints.** **-Ability to handle a high volume of customer inquiries in a fast-** **paced environment.** **-Proficiency in using customer support software, ticketing systems, and** **CRM tools.** **-Ability to work independently as well as collaboratively within a team.** **-Flexibility to work in shifts and adapt to changing schedules as required.** **Location** **Andheri, Mumbai**