Customer Support Specialist

About the Company:

Teabox (a brand owned by Teaxpress Pvt. Ltd.) is on a mission to ensure that every cup of tea consumed in the world is fresh. That is why we have revolutionized how tea comes to you. We source directly from over 150 estates across India. The finest teas come to us often within a few hours of production. We use state-of-the-art dehumidifying and cold storage solutions that keep the freshness, aroma, and taste of the teas intact. To date, we have delivered over 5 Bn cups to 125+ countries.

Our vision is to build a home-grown premium tea brand from source that not only takes Indian teas to global levels but also gives back to the region. Hence we are significantly operating and hiring in Siliguri.

If you are looking for challenging opportunities/incredible growth and accountability, do join us. If you are an entrepreneurial and independent thinker then we are the best place for you to work here :)

About the role: 

The person in this role would be the point of contact for the customer. They would be interacting with the customer related to the queries or requests from them.

Key Responsibilities:

• Enhance customer satisfaction, loyalty, and retention by solving their queries. Drive NPS of the company by ensuring Quality Service levels of network stakeholders.
• TAT adherence for complaints while working with cross-functional teams to ensure customer experience and service recovery is not hampered.
• Prepare customer feedback on product ranges and new releases, as well as prepare reports.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Online or E-commerce customer support experience will be preferred.
• Attend to customers' queries on different channels and platforms we operate.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Qualification & Skills:

• Any Graduate with 1-2 years of relevant experience.
• Good communication, writing, and comprehension skills.
• Problem-solving analytical approach.
• Excellent knowledge of Microsoft Excel.
• Team player and ability to work under pressure.
• Confident, patient, polite, tactful, and diplomatic when dealing with difficult situations.
• Need to have good written communication and email etiquette.
• Service on Live Chat.
• Experience in email and chat support.

Salary and Perks - Better than Industry Standard along with working laptops and any other asset required as per the role. Opportunity to work in a dynamic startup environment closer to the foothills of the Himalayas.