Customer Support Associate

About the Role

We are looking for a Customer Care Associate to join our Customer Support team. The role involves handling customers across voice and non-voice channels, including inbound and outbound calls, emails, live chat, and support tickets. The associate will be responsible for resolving customer queries efficiently, providing accurate information, maintaining a positive customer experience, and ensuring adherence to defined SLAs and service standards.

Key Responsibilities

• Handle inbound and outbound customer calls professionally.
• Respond to customer queries through emails, live chat, and tickets.
• Understand customer concerns and provide timely and accurate resolutions.
• Maintain a customer-first approach across all interactions.
• Manage and close support tickets within defined SLAs.
• Escalate complex or unresolved issues to the appropriate teams.
• Maintain accuracy and attention to detail while handling customer information.
• Ensure consistent and professional communication across all support channels.
• Contribute to delivering a smooth and positive overall customer experience.

Qualifications & Skills

• Graduate or equivalent qualification.
• Strong verbal and written communication skills.
• Good interpersonal and customer-handling skills.
• Comfortable handling both voice and non-voice support.
• Ability to understand customer concerns and provide effective resolutions.
• Strong attention to detail and a resolution-oriented approach.
• Comfortable working with support tickets, emails, chats, and customer service tools.
• Ability to work within defined SLAs and service standards.

Bonus Points

• Prior experience in the pet care or D2C industry.
• Love for pets and genuine interest in the pet care space.
• Experience working with customer support tools or CRM platforms.
• Prior experience in a fast-paced customer service environment.