Role & responsibilities

- Developing & maintaining strong personalized relationships with VIP clients, providing timely and courteous customer support throughout their entire customer journey, ensuring that the NewAge Products brand is represented well
- Delivering exceptional service and ensuring customer satisfaction with each interaction
- Swiftly resolving any issues or concerns raised by VIP clients
- Assisting VIP clients with inquiries, resolving issues, and providing product or service information.
- Collaborating with team members and other departments to resolve complex customer issues & to ensure exceptional service for VIP clients
- Working closely with cross-functional teams, carriers, and warehouses to streamline and coordinate design, installation, and delivery services
- Maintaining a high level of process and product knowledge to effectively assist clients
- Troubleshooting technical problems and escalating issues to the appropriate teams when necessary
- Documenting customer interactions and ensuring accurate and thorough case records
- Handling confidential information with discretion and professionalism
- Ensuring compliance with company policies and procedures
- Tracking of VIP customer feedback to identify areas for improvement, share findings with management to implement improvements, increase VIP customer satisfaction and loyalty
- Developing strong sustainable relationships throughout the organization

Preferred candidate profile

- Minimum criteria is graduation in any discipline from a recognized university or institution
- Exceptional communication skills (written and spoken) are mandatory
- Proven ability to deliver exceptional customer-centric service




- Willingness and availability to work full-time during evening and night shifts, aligning with North American time zones
- Flexibility to work on select public holidays and occasional weekends, as business needs arise
- Robust problem-solving abilities and a patient and empathetic approach to customer interactions
- Ability to adapt to evolving technologies and learn new software quickly
- Detail-oriented with strong organizational skills
- Basic computer skills for data entry and using customer support software
- Minimum 5 years experience handling customer support communications in a Contact Centre environment
- Minimum 2 years experience collaborating on cross-functional projects related to Customer Experience or similar area of the business
- Proven proactive, results-oriented leader with exceptional motivational, negotiation, and influencing skills; approachable, compassionate, and genuine
- Ability to build, maintain, and sustain strong relationships; attract, recruit, train, develop and retain talent as required
- Proven analytical, planning, organizing, delegating, communication, and presentation skills
- Proficient with various platforms for managing an eCommerce business; Microsoft Office (Word, PowerPoint, Excel, Outlook), SmartSheet, Salesforce, Shopify, SAP, Tableau, and/or other related tools and programs
- Ability to effectively manage multiple priorities and demands in a fast paced, time-sensitive environment; thrives in an environment of change and ambiguity

Candidate should have below requirements at their home for WFH

- Steady broadband or cable Internet
- Appropriate working desk for Work from home

📌 Post-Sale Concierge - Night Shift (5 To 7 yrs) - WFH (Mumbai)
🏢 NewAge Products
📍 Mumbai