Customer Care Executive

The Opportunity

 

What Are We Looking For

 

You will thrive in MostEdge if you have

Values of customer first, service excellence, keeping it simple, teamwork, urgency.

Student of the market and is in tune with what is happening around them.

Passion for doing something amazing and let others achieve the same.

Commitment to making something happen and inspiring others. 

Ability to learn fast and recognize there is an invisible line between success and short comings.

Mindset of not giving up...help team completing things today vs. tomorrow. 

Drive and excitement for working in a fast-paced environment. 

The desire to work collaboratively with a tight knit but quickly growing team.

Flexibility, humility, and a sense of humour 

KEY RESPONSIBILITIES

Accountability

Installation and walk through guidance of the support software for effective workflow of the Stores.

Provide advanced support to c-store customers via phone, email, and live chat, addressing inquiries and resolving issues related to POS systems, back-office solutions, hardware, network, and other services.

Utilize language skills (English, Hindi) to communicate effectively with a diverse customer base.

Diagnose and troubleshoot complex technical problems, guiding customers through step-by-step solutions.

Escalate critical issues to higher-level support teams and ensure a seamless resolution process.

Maintain detailed records of customer interactions, including inquiries, issues, and resolutions in the CRM system.

Monitor and manage customer service tickets, ensuring timely follow-up and resolution.

Collaborate with internal teams (e.g., technical support, product development) to provide comprehensive solutions to customer problems.

Mentor and assist other customer service representatives, providing guidance and support as needed.

Continuously update knowledge of company products and services to provide accurate information and support.

Participate in training sessions and workshops to improve customer service skills and technical knowledge.

Contribute to the development and improvement of customer service processes and resources.

Scope

Respond to customer inquiries across channels—phone, email, chat, and social media. Provide accurate information on products, technical issues, and more.

Troubleshoot problems, resolve complaints, and escalate complex cases to relevant teams or management when needed.

Assist with onboarding, explain product features, offer best-practice usage tips, and support technical troubleshooting

Log interactions, resolutions, and follow-up steps in CRM/helpdesk systems for future reference and quality control

Outcomes

Aim to resolve customer inquiries on the first interaction.

Reduce the need for repeat contacts or escalations.

Handle calls, emails, or chats efficiently without compromising quality.

Meet predefined time benchmarks while maintaining accuracy.

Convert negative experiences into positive outcomes.

Help improve customer lifetime value through excellent service.

Qualifications

Education

Diploma or Bachelor’s degree(Any)

Experience

2 years of experience in international voice process.

Strong understanding of retail operations, consumer behavior.

Job Type

Full-time

Benefits

Health insurance

Life insurance

Paid sick time

Provident Fund

Work Location

In person