Customer Service Representative

• Cultivate and nurture a positive and engaged community with customers. • Respond to comments, questions, and messages across various platforms- online and offline.

• Manage SAPG brands’ social media presence- scheduling, posting, replying to comments.

• Gather user feedback and insights to improve user experience.

• Coordinate with planning and executing influencer events and other campaigns.

• Encourage user-generated content and participation.

• Respond to customer queries in a timely and accurate way, via phone, email or chat (whatsapp/social media)

• Identify customer needs and helping customers use specific features.

• Analyze the customer feedback & prepare reports

• Update SAPG internal database with information about discussions with customers and sales teams

• Provide support to customers on whatsapp for the brand and place orders via whatsapp (for ecommerce) to generate sales leads (online & offline)

• Handle disputes related to offline or online

• Reply to customer maximum within 1 hour

• Provide customers with relevant product information / tips on how to use products / which products to be used etc Brand reputation management:

• Gather customer feedback and share with Product, Sales and Marketing teams

• Build sustainable relationships and trust with customer accounts through open and interactive communication

• Follow communication procedures, guidelines and policies

• Should be in touch with sales staffs and make sure globally that customer service is on point. • Should follow all SOPs – for example QC issues.

• Should answer customer service email and calls and make sure no queries are left unanswered.