Immediate Joiners Preferred
Experience: 3–4 years
Product Category: Consumer Electronics — Audio Products
Location: Noida, Uttar Pradesh
About the Role
We are looking for a Senior Customer Support Associate with 3–4 years of customer service experience, preferably in consumer electronics, hands-on experience with Salesforce and Google Sheets, and strong troubleshooting skills for audio products.
Candidates available to join immediately will be given priority.
Key Responsibilities
- Handle customer queries via phone, email, and chat, ensuring timely and effective resolution.
- Assist customers with audio product setup, Bluetooth pairing, connectivity, charging, battery performance, sound quality, and microphone issues.
- Guide customers through troubleshooting steps and determine when service or replacement is required.
- Manage warranty claims, returns, replacements, and repair requests in coordination with relevant teams.
- Create and manage cases in Salesforce, documenting customer interactions, troubleshooting steps, and resolutions.
- Use Google Sheets to maintain support trackers,
monitor pending cases, and prepare reports.
- Own escalated complaints and follow through until resolution.
- Meet targets for response time, resolution time, customer satisfaction, and support quality.
- Identify recurring product issues and share feedback with product and quality teams.
- Support junior associates with product knowledge and case handling.
Required Skills and Qualifications
- 3–4 years of customer support experience in consumer electronics, preferably audio products.
- Hands-on Salesforce experience for case management and reporting.
- Proficiency in Google Sheets, including formulas, lookups, filters, and pivot tables.
- Familiarity with earbuds, headphones, speakers, and common audio troubleshooting scenarios.
- Strong verbal and written communication skills.
- Ability to handle customer escalations with empathy, patience, and ownership.
- Solid problem-solving, organisational, and follow-up skills.
📌 Senior Customer Service Associate (Noida)
🏢 TRIGGR
📍 Noida