We are looking for a Customer Care Associate to join our Customer Support team. The role involves handling customers across voice and non-voice channels, including inbound and outbound calls, emails, live chat, and support tickets.
The associate will be responsible for resolving customer queries efficiently, providing accurate information, maintaining a positive customer experience, and ensuring adherence to defined SLAs and service standards.
Key Responsibilities
Handle inbound and outbound customer calls professionally.
Respond to customer queries through emails, live chat, and tickets.
Understand customer concerns and provide timely and accurate resolutions.
Maintain a customer-first approach across all interactions.
Manage and close support tickets within defined SLAs.
Escalate complex or unresolved issues to the appropriate teams.
Maintain accuracy and attention to detail while handling customer information.
Ensure consistent and professional communication across all support channels.
Contribute to delivering a smooth and positive overall customer experience.
Qualifications & Skills
Graduate or equivalent qualification.
Strong verbal and written communication skills.
Good interpersonal and customer-handling skills.
Comfortable handling both voice and non-voice support.
Ability to understand customer concerns and provide effective resolutions.
Solid attention to detail and a resolution-oriented approach.
Comfortable working with support tickets, emails, chats, and customer service tools.
Ability to work within defined SLAs and service standards.
Bonus Points
Prior experience in the pet care or D2C industry.
Love for pets and genuine interest in the pet care space.
Experience working with customer support tools or CRM platforms.
Prior experience in a fast-paced customer service environment.