Customer Experience - Associate

About Us
Teabox isnt just another tea company — were a freshness revolution. We source directly from 150+ estates across India, often getting the finest teas within hours of production. With cutting-edge cold storage and dehumidifying tech, we lock in every note of aroma and flavor. The scoreboard 5 billion+ cups delivered to 125+ countries. Were building a premium, home-grown Indian tea brand from THE SOURCE — and were doing it from Siliguri, the heartland of Indian tea.
About The Role
This role involves interacting with customers across various channels, ensuring prompt support, maintaining high service standards, and creating positive brand experiences. Ideal candidates are excellent communicators, customer-focused, problem-solvers, and passionate about delivering exceptional service with empathy and professionalism.
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 customers queries on different channels and platforms we operate.
• Resolves product or service problems by clarifying the customers 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.