Senior Customer Service Associate

Job Description

Location: Kolkata. West Bengal.

About Us:
Founded in 2007, E-commerce company, Ergode with a global reach of more than 120 countries and over 100 marketplaces. We have catered to over 5 million customers worldwide in a short amount of time. Currently, we have 21 curated websites that bring to our customers. We are a Houston, Texas based corporation and have been in the business for almost 15 years. We have a dedicated and strong team of 650+ associates and we are continuously adding new people to our team. Ergode is consistently ranked among the top online shopping destinations as we have been rated as the Top 30 Sellers on Amazon, and Top 5 in Walmart, and have also managed to achieve the number 1 ranking on eBay.

Our Businesses | AMI VENTURES INC. | VIR VENTURES INC. | BOSON TECHNOLOGIES |

Our Brands | MALCO MODES | BELLA SOUS | RED CUP LIVINGS | KEEBLE OUTLETS | STORE INDYA | VIZARI SPORTS | SHALIN INDIA | WRISTY BUDDY I BOLABALL I US TECH I HERBAL CONCEPTS | MORNING STAR | YARDLIO | KOZI | CLEAR BOTTLE |

Key Responsibilities:
Handle escalated customer inquiries and complaints in a professional and timely manner.
Provide guidance and support to junior customer service associates.
Assist in monitoring and improving customer service processes and procedures.
Develop and maintain strong relationships with customers to ensure satisfaction and retention.
Collaborate with other departments to resolve complex customer issues.
Identify trends and patterns in customer inquiries to improve overall customer service experience.
Maintain accurate and up-to-date customer records in the CRM system.
Conduct customer satisfaction surveys and provide feedback to management.

Qualifications:
High school diploma or equivalent; Bachelor’s degree preferred.
Minimum of 2 years of experience in a customer service role.
Excellent communication skills, both verbal and written.
Ability to handle stressful situations with professionalism and composure.
Strong problem-solving and decision-making abilities.
Proficiency in CRM software and MS Office.
Team player with a positive attitude.
Ability to work flexible hours, including weekends and holidays.

Soft Skills:
Clear, empathetic, and professional verbal/written interaction with customers.
Quickly analyzing issues and providing effective, customer-centric solutions.
Staying calm and supportive when dealing with frustrated or upset customers.
Working effectively with cross-functional teams (sales, logistics, product) to resolve issues.
Handling different types of customers and adjusting to process or product changes.
Balancing multiple queries while ensuring timely responses.
Defusing escalated situations while protecting customer relationships.
Avoiding errors in documentation, communication, and issue handling.

Technical Skills:
Familiarity with ticketing/CRM systems (Zendesk, Freshdesk, Salesforce Service Cloud, etc.).
Maintaining accurate logs of customer interactions, issues, and resolutions.
Ability to understand and explain product features, updates, and troubleshooting steps.
Word, Excel, Outlook, and PowerPoint for reporting, communication, and documentation.
Collecting and analyzing customer feedback to suggest service improvements.
Managing high-priority issues with structured resolution steps.
Assisting in onboarding and mentoring new team members on systems and processes.