Voice / Blended Process Associate - Customer Support

Role Summary:
We are seeking a dedicated and customer-centric Voice / Blended Process Associate to join our dynamic customer support team at Nykaa. In this role, you will be the first point of contact for our valued customers, handling inquiries and resolving issues across various communication channels, including voice calls, emails, and chat. You will play a crucial part in ensuring a seamless and positive customer experience, contributing to Nykaa's reputation for excellent service.

Key Responsibilities:
- Handle inbound and outbound customer calls, addressing queries related to orders, products, returns, and general inquiries.
- Respond to customer emails and live chat messages promptly and professionally.
- Troubleshoot and resolve customer issues efficiently, escalating complex cases to the appropriate teams when necessary.
- Provide accurate information about Nykaa's products, services, promotions, and policies.
- Maintain a high level of customer satisfaction by delivering empathetic and effective support.
- Document all customer interactions and resolutions accurately in the CRM system.
- Adhere to quality standards and performance metrics set by the team and company.
- Stay updated on product knowledge and company updates to provide informed assistance.
- Contribute to team efforts by sharing insights and collaborating with colleagues.