Executive - Customer Support Escalation (Off Roll/Contractual)

Tata CLiQ is the flagship digital commerce initiative of the Tata Group. It is a multi-category e-commerce platform, operating across categories such as Fashion, Footwear and Accessories, Beauty, and Luxury. It has a unique omnichannel marketplace model offering customers the convenience of quicker delivery (by shipping from store), easy pick-up and returns, across 1,200+ brands and 1,000 stores in 100+ Indian towns and cities.
At CLiQ: 

We obsess over customer delight.

We are out there to find an alternate way of doing e-commerce.

We carry an attitude to develop a culture of learning and continuous improvement, both for people and processes.

We believe in Uncomfortable Transparency.

We will always be respectful, empathetic, and caring about the well-being of our teams.

we encourage experiments and creativity in Technology.

We develop and use technology to enhance day-to-day life and have a positive impact on customers.

We encourage experiments and creativity in Technology.
We are committed to strengthening diversity, equity, and inclusion at the workplace through an enabling environment, supportive work-life policies for employees, and a culture that welcomes differences and creates a sense of belonging. We strive to create a work environment where all employees can develop and grow to achieve their full potential. We are an equal opportunity employer and are committed to maintaining respect and dignity for all"
Responsibility :

Respond to customer inquiries through various channels, CRM Modules email, and chat.

Address customer questions, concerns, and complaints promptly and professionally.

Provide assistance with order inquiries, returns, and exchanges, ensuring a positive customer experience.

Collaborate with other departments to resolve customer issues and escalate complex cases when necessary.

Process orders, returns, and refunds using the eCommerce platform accurately and efficiently.

Offer product and service information to customers, assisting them in making informed purchasing decisions.

Document and maintain detailed records of customer interactions in the customer service database.

Monitor customer accounts for fraudulent activity and take appropriate actions to mitigate risks.

Collaborate with the team to develop strategies and initiatives for improving overall customer service and satisfaction.

Skillset :

High customer satisfaction and positive customer feedback.

Increased customer loyalty.

Accurate and up-to-date customer records for seamless interactions.
Essential qualifications:

Bachelor-s degree or equivalent experience in customer service or a related field.

Minimum of two years of customer service experience, preferably in an eCommerce environment.

Proficiency in eCommerce platforms and customer service software.

Strong knowledge of Microsoft Office Suite.

Excellent communication, problem-solving, and interpersonal skills

The opportunities we have are perfect for highly motivated and talented candidates.

We are looking for candidates who have a strong passion for customers, a high level of comfort with uncomfortable transparency, and a keen sense of ownership and drive to deliver results.

So QUiQ - PiQ - CliQ  before the opportunity is missed.