Email support & On line chat support to the customers

 Listen and respond to customers’ needs and concerns. Provide information about products and services. Take orders, determine charges, and oversee billing or payments. Review or make changes to customer accounts. Handle returns or complaints. Record details of customer contacts and actions taken. Research answers or solutions as needed. Strategically plan and manage orders, warehouse, transportation and deliveries. Train other customer care department personnel in roles or responsibilities regarding forward and reverse service strategies & Customer Handling. Order Processing and handling 80 to 100 delivery per day around the City. Keep track of quality, quantity, stock levels, delivery times, and efficiency. Review customer orders, plan and coordinate delivery activities, Priority of orders to Special attention Customers. Collaborate with other departments to integrate logistics with business systems or processes, such as customer sales, order management, accounting etc. Analyze the financial impact of proposed logistics changes, such as routing, Delivery modes, product volumes or mixes, Co-ordinate with buying team for stock ordering. Plan or implement improvements to internal or external systems or processes. Create policies or procedures for supporting activities. Experience in online customer service (phone, e-mail and live chat). Good understanding and experience in usage of web applications (Magento) Good understanding and experience in Live Chat tools like zopim, joomla, olark. Responsible for all customer calls, emails, live chat and resolve. Pro-actively called the customers on need basis (ex: inform about a deal, next order etc.) Consolidated all call details and provide daily summary to CS supervisor. Participated in customer query analysis and make recommendation to improve service. Provided data points to other department on need basis.

 Effectively managed large amounts of incoming calls. Generated sales leads. Identify and assess customers’ needs to achieve satisfaction. Built sustainable relationships of trust through open and interactive communication. Provided accurate, valid and complete information by using the right methods/tools. Met personal/team sales targets and call handling quotas. Handled complaints, provided appropriate solutions and alternatives within the time limits and follow up to ensure resolution. Kept records of customer interactions, process customer accounts and file documents. Followed communication procedures, guidelines and policies. Took the extra mile to engage customers.