Customer Experience Concierge - Night Shift (Work From Home)
- Newage Products
- 2 - 7 years
- Mumbai
- 1 month ago
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Job Description
Role & responsibilities
General Duties:
- Expertly handle the planning and scheduling of customer interactions via our Experience Centre, Virtual Experience Centre, Design Services, and Consultation Services teams
- Thoroughly discuss customers project needs to understand the level of support and ideal services that best match customer requirements
- Establish the ideal touchpoints to provide each customer with an excellent experience; ensure customer understands next steps and is prepared well for upcoming communications
- Provide internal teams the necessary information to ensure smooth transition from one team to another
- Partner closely with leadership to refine case-handling workflows and to optimize processes
- Regularly share customer feedback to help business plan future products, processes, or other services that are not currently in place
- Identify gaps or issues that could risk the success of sales or promotions, and escalate the concern to leadership for review
- Support peers and CFTs with inquiries, new initiatives, and case handling
- Maintain a high level of work quality across all responsibilities
- Other related duties as assigned
Sales Duties:
- Support team with meeting or exceeding weekly, monthly, yearly sales targets
- Establish rapport and build a professional relationship with clients
- Qualify customer by asking clear, direct, exploratory questions to understand their needs
- Expertly handle customer inquiries, and confidently promote and sell NewAge Products
- Support inbound calls, outbound calls, virtual consultations, chat, SMS, and email channels of the business during peak or unexpected spikes in call volume
- Maintain product knowledge and stay current with all marketing promotions
- Upsell, cross-sell, and offer services to provide the best customer experience
- Provide a world-class sales experience and be a NewAge brand ambassador during every interaction
Preferred candidate profile
- Minimum 2 years of Call Centre experience
- Minimum 2 years of Customer Service and/or Sales experience; refined selling techniques mandatory
- Exceptional English skills; written and verbal communication
- Experience in a fast-paced customer service/sales environment (up-selling and/or cross-selling)
- Proven track-record of closing leads, meeting or exceeding sales targets, and a solid approach to overcoming objections during sales pitches
- Ability to work independently and demonstrate initiative; ability to solve problems with minimal guidance; ability to think outside the box
- Experience using Microsoft Office software in particular Outlook, Word and Excel
- Experience preparing 3D kitchen, garage or bathroom designs is an asset
- Interior design experience and a passion for home dcor is an asset
- Experience working with design software is an asset
- Experience with a big box store, home improvement or logistics/freight company is an asset
Candidate should have below requirements at their home for WFH
- Steady broadband or cable Internet
- Appropriate working desk for Work from home
Job Classification
Industry: Consumer Electronics & AppliancesFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: Newage ProductsLocation(s): Mumbai+ View Contact
Keyskills: Customer Service Upselling crossselling Concierge Customer Care
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Newage Products
NewAge Products Inc. is a manufacturer and distributor of high quality, first-class home and garage storage products based out of Vaughan. As a leader in our industry, we provide our customers with new and innovative storage products that are competitively priced to meet consumer's needs and budget....
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