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

📌 Customer service executive (Mumbai)
🏢 Pilgrim
📍 Mumbai