Responsibilities:

• Manage customer conversations across WhatsApp, website chat, and social media platforms in a polite and customer-friendly manner
• Provide quick replies, clear product information, and honest guidance in simple and easy-to-understand language
• Understand customer queries accurately, identify issues, and provide correct solutions without delay
• Handle queries related to product details, order status, shipment updates, returns and refunds, herbal wellness information, and usage guidance
• Maintain proper records of all customer interactions, complaints, and resolutions in the system
• Manage multiple chats simultaneously without errors
• Maintain a calm, polite, and patient tone, even with confused or upset customers
• Represent the brand with a healing, positive, and trustworthy communication style
• Coordinate with order management, packaging, dispatch, and product teams for backend issue resolution
• Provide honest product recommendations based on the customer’s concern without overclaiming
• Follow company guidelines, templates, and brand communication standards
• Ensure confidentiality of customer information and follow all privacy policies
• Complete daily chat targets, query closures, and follow-ups efficiently
• Share daily work reports, highlight repeated issues, and provide feedback and improvement suggestions
• Continuously learn new tools and improve communication skills

Requirements:

• Fast and accurate typing skills for quick response time
• Strong verbal and written communication skills
• Ability to remain calm, patient, and polite under pressure
• Basic computer knowledge and ability to handle mobile applications
• Basic knowledge of Excel for daily task management
• Good time management and multitasking ability
• Ability to follow standard templates and maintain brand voice consistency
• Willingness to learn, adapt to new tools, and improve regularly
• High level of accuracy and attention to detail
• Understanding of customer service ethics and data confidentiality