Customer Service Representative

We are HASBRO Clothing Pvt Ltd, we own the Menswear Apparel brand BASICS. We have 100 + Exclusive outlets ,900 + Large format stores and 200 + Multi Brand stores throughout India.

We are currently in look for a Customer Service Executive, the ideal candidate will be based in our Head Office located in Maduravoyal,Chennai.

Responsibilities

• Handle customer inquiries and concerns received through phone calls, emails, live chat, social media platforms, and e-commerce marketplaces.
• Provide prompt and accurate information regarding orders, products, pricing, promotions, availability, delivery status, returns, exchanges, and refunds.
• Coordinate with internal teams such as E-commerce Operations, Warehouse, Logistics, Finance, and Retail to ensure timely resolution of customer issues.
• Monitor and respond to customer reviews, feedback, and complaints across online channels.
• Manage customer interactions through CRM and ticketing systems while ensuring adherence to service-level agreements (SLAs).
• Process and track return, replacement, and refund requests in accordance with company policies.
• Maintain accurate customer records and update relevant databases.
• Prepare and share customer service reports, complaint analysis, and service performance metrics as required.
• Identify recurring customer concerns and provide recommendations for process improvements to enhance customer satisfaction.
• Ensure a positive brand experience and maintain high customer satisfaction standards across all digital platforms.

Qualifications

• 3 - 5 years' of relevant work experience;
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills;
• Ability to multi-task, organize, and prioritize work.
• Should be able to converse fluently in English, Hindi and Tamil.