- *Job Description: Associate – Customer Care**
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- *About Hopscotch:**
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Established in 2012, Hopscotch is India’s leading kids fashion brand positioned at the sweet spot of aspiration and affordability. The brand features the latest trends in kids fashion on its store online, and has served over 30 lac parents across 1,300 Indian cities.
Hopscotch was founded by Harvard Business School Alumnus \- Rahul Anand. Rahul observed that India was the \#1 kids market in the world with a strong legacy of textile looms and manufacturing. With social media, Indian parents are increasingly exposed to fashion styles across the world and aspiring for more. Despite this tremendous domestic demand, Indian consumers were starved of fashionable clothing that was affordable. India lacked a dominant kids brand. He founded Hopscotch to provide Indian parents access to kids fashion., Using technology, Hopscotch today launches 500 new and trendy items daily, and at jaw dropping price points.
The Hopscotch team consists of a network of international designers, vendors, and buyers who track fashion weeks and couture trends globally. Hopscotch leverages technology to rapidly launch these styles in real time and makes them available to Indian parents each day.
Today, Hopscotch is one of the largest fashion brands in the country. It has achieved triple digit growth YoY serving an enormous base of over 3 million active users, with 70% of its demand from tier 2 and smaller towns.
Hopscotch is backed by a range of institutional investors, including RPG Ventures, India Infoline Seed fund, LionRock Capital, Rise Capital. Noteworthy HNIs, Eduardo Saverin (Co\-founder, Facebook), Wei Yan (CTO and cofounder of Diapers.com), Atul Nishar (founder of Aptech), Toivo Annus (CTO and co\-founder of Skype), and Nisa Godrej (MD GCPL) have backed the company and continue to advice the business as it scales to new heights.
- *About Rahul Anand, Founder \& CEO:**
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Mr. Rahul Anand is the Founder and Chief Executive Officer of Hopscotch.in, India’s \#1 kids fashion brand. He was born in Mumbai and received a double engineering major from the University of Michigan. After completing an MBA from Harvard Business School he joined Diapers.com in New York, which was later acquired by Amazon for $550MM. Post the acquisition, Rahul returned to India and with the backing of seasoned entrepreneurs like Eduardo Saverin (of Facebook) and Wei Yan, he started Hopscotch. Rahul’s vision is to make kids' fashion accessible to every parent in India, irrespective of their socio\-economic background. On a personal front, Rahul is an avid classical pianist and has been playing the piano for over 35 years.
- *About the Job Role and Duties\*:**
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Serves customers by providing product and service information, resolving product and service problems.
- Extremely Customer Centric
- Attracts potential customers by answering product and service questions, suggesting information about other products and services
- Maintains customer records by updating account information/ on call notes (post call allowed)
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintains financial accounts by processing customer adjustments
- Recommends potential products or services to management by collecting customer information and analysing customer needs
- Prepares product or service reports by collecting and analysing customer information (post shift / pre shift huddle expectation)
- Contributes to team effort by accomplishing related results as needed
- *Skills:** Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analysing Information, Multi\-tasking
- *Here’s what will be expected out of you every day\*:**
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The primary responsibilities of a Customer Service Associate would be:
- Answer calls/emails professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints
- Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments, as well as actions taken. Process orders, forms and applications
- Follow up to ensure that appropriate actions were taken on customers' requests
- Refer unresolved customer grievances or special requests to designated departments for further investigation
- Follow the set KRA’s/KPI’s without any excuses
- *Job duties may change at any time due to business needs.*
- Nine Hours each day (One\-hour break divided in 3 parts \- 15Mins\-30Mins\-15Mins)
- Open to work from 0900hrs through 2100hrs \- Female Associates (Rotational shifts)
- Open to work from 0900hrs through 2100hrs \- Male Associates (Rotational shifts)
- One Weekly\-Off each week (anyday)
- Job Location: Dadar – Mumbai:28
- 100% Voice Process which includes working on customer emails as well.
- Meticulous with Shift Time Reporting \& Break\-Adherence.
- *Zero tolerances:**
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- Discipline
- Adaptability
- Extremely non\-negotiable written \& spoken English
- Extremely customer centric
- Ability to think on their feet
- Open to feedback \& change
- Grammar
- *What we want:**
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- Graduate (Any stream) – Preferable
- Undergraduates are also welcome
- *Competencies and Skills required:**
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Customer Service Associates plays a critical role in providing an interface between customers and the company.
- Good communications skills, Interpersonal skills and should be able handle stress well in a fast paced and growing environment
- Possess good listening skills, and the ability to think quickly, to make a recommendation or solution to the customer's problem
- Good fluency in English with a clear and pleasant voice
- Strong listening and problem\-solving skills.
Mumbai