Job Title: Customer Service Executive
Location: Remote (Work from Home)
Employment Type: Full-Time
Company: Licious
About the Company
Licious, operated by Delightful Gourmet Pvt. Ltd., is India’s leading gourmet meat brand, offering premium quality meat and seafood products. Headquartered in Bengaluru, Licious has revolutionized the market with its end-to-end supply chain, ensuring hygiene, quality, and freshness. With operations across multiple cities, Licious is a pioneer in the meat processing industry, blending tradition with innovation.
Job Overview
We are seeking enthusiastic Customer Service Executives to join our team remotely. As the first point of contact for our customers, you will play a vital role in ensuring an exceptional customer experience. Your responsibilities will include addressing inquiries, resolving issues, and contributing to customer satisfaction and loyalty.
Key Responsibilities as Customer Service Executive
- Handle inbound and outbound calls promptly and effectively to resolve customer queries.
- Serve as the first point of contact for customers, fostering loyalty and retention.
- Follow predefined communication scripts and adapt them to meet customer needs.
- Identify customer concerns, provide solutions, and escalate unresolved issues when necessary.
- Educate and empower customers about Licious products and processes.
- Upsell products where appropriate to enhance the customer experience.
- Maintain accurate records of customer interactions and feedback.
- Drive the Voice of the Customer initiative, ensuring customer insights inform business improvements.
- Meet individual and team performance targets.
Requirements: Customer Service Executive
Education and Experience
- Graduate or HSC qualified.
- 0-5 years of customer service experience (freshers are welcome).
Skills and Competencies
- Excellent communication skills in Hindi and English.
- Customer-oriented with strong problem-solving abilities.
- Ability to multi-task and work under pressure.
- Strong interpersonal, analytical, and time management skills.
- Tech-savvy with proficiency in MS Office.
Technical Requirements
- Laptop with:
- Minimum 4 GB RAM
- i3 processor or higher
- Windows 10, 64-bit
- Minimum 128 GB storage space
- Not older than 2 years
- Stable broadband connection with a minimum speed of 50 Mbps.
- Mini UPS for uninterrupted internet access.
Working Hours
- 10-hour shifts, 5 days a week (flexible hours between 6:00 AM to 11:00 PM).
- Weekend working (weekday off).
What We Offer
- Opportunity to work with a market leader in the food industry.
- Dynamic and supportive work environment.
- Competitive compensation and growth opportunities.
Expected Interview Questions
1. Why do you want to work as a Customer Service Executive at Licious?
Answer:
I am excited about this role because I’m passionate about providing excellent customer service and ensuring a positive experience for customers. I admire Licious as a company because of its commitment to quality and customer satisfaction, which aligns with my values. I’m also interested in the food and meat industry, and I would love to contribute to Licious’s mission by helping customers resolve their issues and enhancing their experience with the brand.
2. How would you handle a situation where a customer is upset or angry?
Answer:
First, I would remain calm and listen carefully to the customer’s concerns, ensuring they feel heard and understood. I’d empathize with their frustration and assure them that I’m here to help. Then, I’d work towards finding a solution, whether it’s resolving their issue on the spot or escalating it to the appropriate team if necessary. Throughout the process, I would maintain a polite and professional tone, aiming to turn the negative experience into a positive one.
3. How do you manage multiple tasks and handle pressure while working remotely?
Answer:
To manage multiple tasks, I prioritize them based on urgency and importance. I use tools like to-do lists or task management apps to stay organized and keep track of pending issues. Working remotely requires self-discipline, so I make sure to stay focused during my shifts by setting up a dedicated workspace and minimizing distractions. I’m comfortable working under pressure and can handle stressful situations by staying calm and addressing tasks one by one.
4. Can you share a time when you helped a customer with a problem or resolved a complaint?
Answer:
In my previous role, a customer was upset because their order didn’t arrive on time. I listened to their complaint, apologized for the inconvenience, and immediately checked the status of their order. After finding that there was a delay due to a logistics issue, I offered them a discount on their next purchase as a goodwill gesture. I kept them updated throughout the process, and they were satisfied with the resolution. The experience taught me the importance of clear communication and empathy in customer service.
5. How do you stay motivated and ensure you meet performance targets in a customer service role?
Answer:
I stay motivated by focusing on the satisfaction of helping customers. I take pride in resolving issues and making customers happy, which keeps me driven. I also set small, achievable goals for myself each day, such as handling a certain number of calls or resolving a certain percentage of issues. Tracking my progress helps me stay on top of my targets. Additionally, I enjoy working in a team environment where we can celebrate our successes together and learn from each other to continuously improve.
