Customer Service Specialist - (Remote) - WFH

NewAge Products is looking for a passionate, driven employee, to join our Mumbai office as a Customer Service Specialist in a full time capacity

• Maintain a positive brand image for NewAge Products
• Respond to and provide best in class customer service from inquiries received from retailers and customers via email, phone and live chat
• Investigate order concerns and finding solutions that balance the needs of the business and the customer.
• Maintain a log for order exceptions
• Update an open order report to ensure orders are submitted on time
• Update customers on the status of their orders
• Reach out to warehouses and carriers when necessary
• Processing replacement orders in SAP
• Provide a world class experience on each and every interaction
• Ensure all appropriate feedback is reaching the appropriate department or stakeholder
• Meet metrics such as average handle time, CSAT, productivity and quality
• De-escalate any customer issues
• Multi-task answering phone calls as well as complete assigned emails and respond to customers via live chat. 

• Must have 2 years of customer service experience, in a Call Centre environment
• Excellent written and verbal communication skills
• Must be available to work in shifts within the operating window of 5:30pm IST to 8am IST from Monday to Sunday, 5 days a week.
• Must be able to work independently from home
• Must have internet speed of 25MBPS and above
• Strong customer service and business acumen
• Ability to work independently and to demonstrate initiative
• Proficiency in Microsoft Office 2013 in particular Outlook, Word and Excel
• A can do attitude
• Strong problem resolution ability
• Ability to multi-task and meet deadlines
• Experience with Salesforce and SAP is an asset
• Ability to handle escalated customer concerns while remaining calm and professional
• Ability to negotiate and display confidence