Customer Support Executive

Location: Mumbai

About Us:

Wellbeing Nutrition is revolutionising the nutraceutical industry by providing high-quality, science-backed supplements and wellness products directly to consumers. Our mission is to empower individuals to take control of their health and well-being through education, transparency, and access to premium nutritional products.

Position Overview: As a Customer Support Representative in WBN, youll be the first point of contact for customers, handling inquiries, resolving issues, and ensuring a positive experience via various channels, while documenting interactions and escalating complex cases, along with upselling WBNs products.

Key Responsibilities:

• Customer Interaction:

• Answer customer inquiries via phone, email or chat.
• Provide accurate and timely information about products, services, and company policies.
• Listen actively to customer concerns and understand their needs.
• Escalate complex or sensitive issues to appropriate teams.

• Issue Resolution:

• Identify and resolve customer issues promptly and effectively.
• Provide troubleshooting and guidance to customers.
• Document customer interactions and resolutions in the CRM system.
• Follow up with customers to ensure satisfaction.

• Product/Service Knowledge:

Maintain a strong understanding of products, services, and company policies.

Stay updated on new products, features, and processes.

• Record Keeping:

Accurately record customer interactions and issue resolutions in the CRM system.

Maintain detailed and organized records of customer interactions.

• Upselling:

Apart from resolving customer queries/ complaints effectively, upsell WBNs products, in other words,

promote relevant products/services to increase overall revenue.

• Collaboration:

Collaborate with other teams to ensure seamless customer experiences.

Share insights and feedback to improve customer service processes.

Requirements:

• Excellent communication skills (written and verbal).
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Customer-centric mindset and a passion for providing excellent service with upselling skills.
• Experience with CRM systems (e.g. Kapture/Shopify/Freshdesk) is a plus.