CSE (Customer Support Executive)

Tapify is a fast-growing startup offering NFC-based Review Standees, Business Cards, Keyrings, and custom branding products. We serve customers across India and pride ourselves on smooth communication and fast support.

Position Overview:
We are hiring a Customer Support Executive who will take complete ownership of customer communication across all platforms.

Key Responsibilities

1️ Customer Calls (Inbound & Outbound)

• Answer all customer calls professionally.
• Provide information about products, orders, delivery updates, and customisation.
• Handle escalations and provide timely resolutions.
• Call customers for pending details (logo, links, customisation inputs).

2️ Chat Support Across All Platforms

• Respond to customer inquiries on:
• WhatsApp Business
• Instagram DM
• Facebook Chat
• Email
• Website Chat (if any)
• Maintain fast response time and a helpful tone.
• Share order updates, pricing, offers, and product guidance.

3️ Shiprocket Escalation Handling (ONLY Issues – No Dispatch Tasks)

• Raise and track Shiprocket disputes for:
• Weight discrepancies
• Fake RTO cases
• Courier delivery delays
• Lost shipments
• Follow up with KAM (Key Account Manager) for dispute resolution.
• Coordinate with customers for delivery confirmations if required.

4️ Order & Support Coordination

• Update customer issues and comments in Google Sheets / CRM.
• Coordinate with design & production teams if customer requests updates.
• Maintain a log of escalations and resolutions.
• Provide daily summary of customer issues and follow-ups.

Education Qualification

• Minimum: Graduation (B.A / B.Com / BBA / B.Sc / Any equivalent degree)
• Candidates with strong communication skills and customer support experience will be preferred.

Candidate Requirements

• Excellent communication in Hindi & basic English.
• Confident on phone calls (must).
• Strong follow-up skills.
• Must know WhatsApp Web, calling apps, and basic Excel/Sheets.
• Experience with customer support or e-commerce support preferred.

Job Types: Full-time, Permanent

Pay: ₹10,000.00 - ₹15,000.00 per month

Benefits:

• Paid time off

Work Location: In person