EXL Hiring Customer Service Representative in Maharashtra | Freshers Eligible

Job Summary

We are looking for a motivated and detail-oriented Customer Service Representative to join our team. You will process orders, resolve customer inquiries, and manage customer accounts. The role calls for strong communication skills, fluency in multiple languages, and the ability to handle a range of customer service tasks, including international customer support and administrative duties. It suits someone who works well in a fast-paced setting and enjoys delivering excellent service.

Key Responsibilities

1. Order Processing and General Customer Inquiries

• Process and verify customer orders to ensure accuracy and timely fulfillment.
• Handle inquiries about orders not received, including investigating delivery delays or missing items.
• Resolve issues with returns that have not been credited, coordinating with relevant teams for timely resolution.
• Answer general customer questions about product availability, pricing, and order status.
• Work with logistics and warehouse teams to keep orders and deliveries moving smoothly.

2. Store Queries (Next Stores)

• Respond to queries from Next stores about customer parcel deliveries, ensuring items are dispatched accurately and on time.
• Assist stores with stock checks, confirm inventory levels, and resolve differences between online and in-store stock.
• Liaise with relevant teams to support product availability and deliveries to stores.

3. International Customer Support (Multilingual)

• Handle international customer inquiries about undelivered orders, tracking information, and returns.
• Provide tracking updates and resolve issues with international deliveries, including liaising with couriers and customs services.
• Manage return processes for international customers, keeping them informed with timely updates and solutions.
• Support customers in English, German, Mandarin, and Arabic.
• Make sure international customers receive excellent service and that their queries are resolved promptly.

4. Administrative Tasks

• Adjust and update customer accounts as needed, including resolving billing issues, updating contact details, and processing refunds.
• Help send mass customer communications, such as promotional emails, order updates, and return instructions.
• Keep customer interaction records accurate and up to date in the CRM system.
• Work with cross-functional teams (for example logistics, IT, and marketing) to improve customer service processes.

5. General Customer Support

• Address complaints, offer solutions, and ensure customer satisfaction.
• Stay current on company products, services, and policies so you can assist customers effectively.
• Contribute to ongoing improvements in customer service processes and tools.