Job Description: Customer Support Specialist
Role: Customer Support Specialist
Location: Bengaluru East, Karnataka, India
Salary: ₹18,000 – ₹20,000 per month
Type: Remote, Full-Time
Overview
We are hiring a Customer Support Specialist for our client, a fast-growing D2C beauty brand specializing in clean, natural, and organic makeup products designed for Indian skin tones. Our client’s mission is to create sustainable beauty with skincare-infused formulations that prioritize both performance and wellness.
This role is ideal for someone passionate about beauty, customer satisfaction, and problem-solving. You will be part of a dynamic team delivering exceptional support experiences across multiple platforms.
Key Responsibilities for Customer Support Specialist
- Customer Interaction:
- Handle inbound inquiries via calls, chats, emails, and digital platforms such as Instagram and WhatsApp.
- Recommend products based on customer needs, addressing their concerns related to order status, product usage, and payment queries.
- Problem Resolution:
- Resolve customer issues proactively, escalate complex cases to the appropriate teams, and ensure timely resolution.
- Follow up with customers post-resolution to confirm satisfaction.
- Data Management:
- Maintain and update CRM records with detailed notes.
- Provide actionable feedback on recurring issues to improve service quality and product offerings.
- Team Collaboration:
- Work closely with cross-functional teams to meet individual and team KPIs.
- Stay informed about the latest products, promotions, and company policies to serve customers effectively.
- Professionalism and Empathy:
- Demonstrate a customer-first mindset with empathy and professionalism.
- Manage conflicts gracefully and work towards win-win resolutions.
Shift Timings
- 10:00 AM to 7:00 PM IST, with rotational weekly offs.
- Available to work on Sundays and public holidays when required.
Desired Skills and Competencies
- Technical Skills:
- Proficiency in Zendesk, Intercom, and other CRM tools.
- Experience using LiveChat, remote support tools, and multichannel support systems.
- Familiarity with AI tools such as ChatGPT.
- Soft Skills:
- Strong verbal and written communication skills.
- Excellent organizational and multitasking abilities.
- Attention to detail, particularly in maintaining records and analyzing data.
- Ability to work under pressure while delivering excellent customer service.
Customer Support Specialist Requirements
- Experience:
- Prior experience in customer support is a must. Experience in the beauty or wellness industry is preferred.
- Passion:
- A genuine interest in beauty and cosmetics.
- Commitment to learning and staying updated on industry trends.
- Technical Proficiency:
- Skilled in Google Sheets, Docs, and similar tools.
Perks and Benefits
- Competitive salary with clear growth opportunities.
- Remote work flexibility.
- Comprehensive training and ongoing support.
- Be part of a mission-driven team creating a positive impact in the beauty industry.
Interview Questions and Answers for Customer Support Specialist
1. Can you tell us about your experience in customer support?
Sample Answer:
“I have 2 years of experience working in customer support, where I managed customer queries through email, chat, and calls. My focus was on resolving issues efficiently and creating positive customer experiences. For example, I implemented a follow-up system to ensure customers were satisfied with their resolutions, which improved our customer satisfaction scores by 20% in six months.”
2. Why do you want to work with a beauty brand like ours?
Sample Answer:
“I’m passionate about beauty and skincare, and I admire your commitment to sustainability and inclusivity. I believe my customer support skills, combined with my enthusiasm for the beauty industry, make me a perfect fit for ensuring that your customers have a seamless and enjoyable experience.”
3. How would you handle a situation where a customer is dissatisfied with their purchase?
Sample Answer:
“I would listen to the customer carefully to understand their concerns and empathize with their situation. Then, I’d provide options to resolve the issue, such as refunds, replacements, or product recommendations. My goal would be to turn the negative experience into a positive one by showing the customer that their satisfaction is our priority.”
4. How do you manage your time when dealing with multiple customer queries across platforms?
Sample Answer:
“I prioritize queries based on urgency and complexity while ensuring every customer feels heard. I use CRM tools to track conversations and set reminders for follow-ups. My ability to multitask and stay organized allows me to handle high volumes of inquiries effectively.”
5. What do you know about Zendesk and how have you used it?
Sample Answer:
“Zendesk is a customer service platform that centralizes customer interactions. I’ve used it to manage tickets, track customer histories, and create reports on recurring issues. Its automation features, like setting up macros for common responses, have helped me save time while maintaining personalized support.”
6. A customer asks for product recommendations. How would you handle this?
Sample Answer:
“I would first ask the customer about their preferences, skin type, and concerns. Based on their responses, I’d recommend products tailored to their needs, highlighting key benefits and usage instructions. I’d also offer to follow up to ensure the product works well for them.”
7. How do you stay calm and professional when dealing with a difficult customer?
Sample Answer:
“I remind myself that the customer’s frustration is not personal. I listen to them patiently, acknowledge their concerns, and reassure them that I’m here to help. Staying composed helps me think clearly and provide effective solutions.”
8. How do you ensure accuracy when maintaining CRM records?
Sample Answer:
“I double-check entries for completeness and correctness before saving them. I also create a habit of updating records immediately after each interaction to ensure no details are missed. Regular audits of CRM data further help maintain accuracy.”
9. Can you give an example of how you resolved a complex customer issue?
Sample Answer:
“A customer once contacted me about a delayed shipment containing time-sensitive medication. I coordinated with the shipping team to expedite delivery and provided real-time updates to the customer. Additionally, I offered a discount on their next purchase as an apology. The customer appreciated the effort and remained loyal to the company.”
10. How do you stay updated on company policies and products?
Sample Answer:
“I regularly review training materials and attend team meetings to stay informed about new policies and product launches. I also actively explore the product catalog and participate in any available internal training sessions.”