Job Summary:
We are looking for a dedicated and empathetic Customer Experience Specialist to join our team at TSL Home Decor. As a Customer Experience Specialist, you will be the first point of contact for our customers, handling their inquiries, resolving issues, and providing exceptional support. You will also collaborate with the Business Development Strategist to understand customer needs and contribute to enhancing customer reach. Your excellent communication skills and customer-centric mindset will play a vital role in maintaining positive relationships with our clients.

Roles and Responsibilities:
Customer Support: Respond to customer inquiries, emails, messages, and calls promptly and professionally. Provide accurate information about our products, services, promotions, and policies. Address and resolve customer complaints, concerns, and escalations in a timely and satisfactory manner.
Collaboration with Business Development Strategist: Collaborate with the Business Development Strategist to understand customer preferences, needs, and feedback. Share insights and suggestions on how to increase customer reach, improve customer satisfaction, and develop strategies to drive business growth.
Promotional Messaging: Assist in sending promotional messages to existing and new clients, keeping them informed about new products, sales, offers, and discounts. Ensure that promotional messages are personalized, relevant, and align with the brand’s voice and values.
Feedback and Reviews: Proactively seek feedback from customers regarding their experience with our products and services. Encourage customers to provide Google reviews and testimonials. Monitor and respond to online reviews in a timely and professional manner, addressing both positive and negative feedback.
Communication and Understanding: Possess excellent communication skills to effectively interact with customers and understand their needs. Strive to empathize with customers, representing both their interests and the company’s goals. Adapt communication style to suit different customer personalities and situations.
Knowledge and Product Expertise: Acquire in-depth knowledge of our home decor products, features, and benefits. Stay updated with industry trends, new product launches, and competitor offerings. Utilize this knowledge to provide accurate information and personalized recommendations to customers.
CRM and Ticket Management: Utilize customer relationship management (CRM) systems and ticketing tools to track and manage customer inquiries, issues, and resolutions. Ensure accurate and timely documentation of customer interactions for future reference and reporting.
Continuous Improvement: Continuously seek opportunities to improve customer support processes, efficiency, and overall customer experience. Provide feedback and suggestions for enhancements to internal processes and systems to streamline customer support operations.
Processing customised orders: As a Customer Experience Specialist, one of your key responsibilities will be to receive customer inquiries and customized product requirements. You will proactively reach out to specific clients via phone calls to understand their unique needs and preferences for the desired product. By engaging in personalized conversations, you will gather all necessary details and specifications to initiate the order process smoothly. This personalized approach ensures that customers feel heard, understood, and valued, enhancing their overall experience with our brand.

Qualifications and Skills:
Bachelor’s degree/ Diploma in Business, Communications, or a related field (or equivalent experience)
Proven experience in customer support, preferably in a retail or e-commerce environment
Excellent communication skills, both verbal and written
Empathetic and patient demeanor with the ability to handle challenging customer situations professionally
Strong problem-solving skills and ability to think on your feet
Good teamwork and collaboration skills
Proficient in using customer support tools, CRM systems, and ticketing systems
Familiarity with Google reviews and feedback management
Basic knowledge of home decor products and industry trends is a plus
Note: This position is based in Bangalore, India, and we encourage candidates who are local. Feel free to customize the job description according to the specific requirements and needs of TSL Home Decor.