Customer Support Executive

Location: Mumbai

About Us:

Wellbeing Nutrition is revolutionising the nutraceutical industry by providing high-quality, science-backed supplements and wellness products directly to consumers. Our mission is to empower individuals to take control of their health and well-being through education, transparency, and access to premium nutritional products.

Position Overview: As a Customer Support Representative in WBN, you'll be the first point of contact for customers, handling inquiries, resolving issues, and ensuring a positive experience via various channels, while documenting interactions and escalating complex cases, along with upselling WBNs products.

Key Responsibilities:

Customer Interaction:

• Handle inbound customer calls and respond to inquiries in a polite and professional manner.
• Provide clear and accurate information about products, services, and company policies.
• Listen actively to customer concerns and understand their needs.
• Escalate complex or sensitive issues to the relevant team.

Issue Resolution:

• Identify and resolve customer issues promptly over the phone.
• Guide customers through troubleshooting steps where required.
• Record details of customer queries and resolutions in the CRM system.
• Follow up with customers when necessary to ensure satisfaction.

Product/Service Knowledge:

• Maintain a good understanding of products, services, and company policies.
• Stay updated on new features, offers, and processes to assist customers effectively.

Upselling:

• While resolving queries, promote relevant products or services to customers to drive revenue.

Collaboration:

• Coordinate with other teams to ensure smooth customer service.
• Share feedback and suggestions to improve processes.

Requirements:

• Excellent communication skills in English and Hindi.
• Good listening skills and the ability to explain information clearly.
• Customer-focused approach and a polite, professional telephone manner.
• Strong problem-solving abilities.
• Experience in a customer service or call center role handling inbound calls is preferred.
• Basic computer knowledge; familiarity with CRM systems is a plus.