Customer Service Desk: 1 to 3 years of experience in service CRM, Customer Handling,

To provide a seamless and positive customer experience by managing the customer service desk, resolving customer queries and complaints, coordinating service-related requirements, and ensuring smooth execution of returns, exchanges, refunds, and other post-sales processes.

Key Performance Indicators (KPIs)

- Customer Satisfaction / CSAT
- Complaint Resolution TAT
- Service Case Closure TAT
- Return & Exchange Process Accuracy
- Customer Complaint Escalation Rate
- Pending Case Management
- Process & Documentation Accuracy
- Customer Experience / Feedback
- Compliance with SOPs

Required Skills

- Robust customer service and communication skills
- Good listening and problem-solving ability
- Ability to handle difficult customers calmly
- Good coordination and follow-up skills
- Basic computer and system knowledge
- Good understanding of retail processes
- Attention to detail
- Ability to work under pressure and manage multiple customers
- Team-oriented approach

📌 Customer Service Executive - Western Mumbai
🏢 Tata Croma
📍 Mumbai