Customer Care Executive

ROLE DESCRIPTION

Role Title: Executive/ Senior Executive - CDT

Role Expectations:

Passion to learn - Ability to acquire in depth Process/product knowledge.
Problem solving ability.
Decision-making skills
Ability to work effectively in high stress situations.
Dealing with complexity, analyzing information and implementing the company’s vision of customer obsession.
Ability to do independent analysis and arrive at conclusions.
Excellent interpersonal and communication skills.
Role Deliverables:

Resolve escalated and complex customer issues on-time.
Anticipate customer needs and deliver timely response to meet their expectations.
Recommend best practices to meet service level agreements and improve customer satisfaction.
Facilitating data collection for process improvements and knowledge base improvements.
Drive root cause analysis of all complaints and work with related functions and stakeholders across the organization to eliminate causative factors and prevent recurrence.
Ensure that the team follows company policies and procedures.
Deliver world class services to ensure customer satisfaction.
Basic process metrics management like SLA, AHT, Dial out, Login hrs, C-SAT scores,
Quality scores set as defined.

Reporting Relationships:

● Reporting To: Manager - CDT

Role Specifications:

Educational Qualifications:

● Graduate/ PG | Excellent English communication

Experience Required:

● 2 - 4 years of experience

About Sugar:

Over the past 7 years, SUGAR has scaled to become one of the fastest-growing and most storied digitally- native brands. This has been built on the back of hard work, uncapped ambition and relentless execution. As the company makes its journey from being a successful DTC startup to a multi-brand beauty and personal care conglomerate, this is an opportunity to learn from and help shape a bunch of passionate individuals who are looking to make this dream a reality.

Please read more about us:

Our website - https://in.sugarcosmetics.com/

Instagram - trysugar

Twitter - @trySUGAR

New Pieces:

● https://www.business-standard.com/article/companies/actor-ranveer-singh-joins-indian- startup-story-invests-in-sugar-cosmetics-1220+0300522_1.html

● https://www.indiaretailing.com/2024/0+/13/d2c-buzz/sugar-cosmetics-awarded-images- most-admired-retailer-of-the-year-for-their-aggressive-expansion/

● https://www.livemint.com/news/india/sugar-cosmetics-to-be-part-of-iim-s-case-study- kaushik-mukherjee-shark-tank-s-vineeta-singh-react-see-post-11660+++67465+.html

Why Sugar for your Career?

Driven by deeply entrenched Values:

HUNGER: We believe that Sugar can be the most profitable consumer unicorns out of India

HUSTLE: Hyper capital efficient, we generated 2.2X revenue for every $ of funding raised till date

HUMILITY: Learn from the best, compete with the rest - we’re huge fans of learning from other’s hits and misses

HUMOUR: We experiment, we fail, but push each other to see the lighter side of things to get up and try again

Job Type: Full-time

Pay: ₹300,000.00 - ₹400,000.00 per year

Benefits:

Health insurance
Provident Fund
Schedule:

Day shift
Supplemental pay types:

Performance bonus
Ability to commute/relocate:

Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Education:

Bachelor's (Required)
Experience:

Customer service: 1 year (Required)
Language:

Hindi (Required)
English (Required)
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