Customer Care Associate (Hybrid)

Location: Ghatkopar West, Mumbai (Hybrid)
Shift Timings: 10 AM - 7 PM IST
Schedule: 6 days a week (Monday to Sunday, with 1 rotational weekly off)
Salary: ₹16,000 - ₹20,000 in-hand + Incentives up to ₹2,000

About the company:
Datastraw Technologies partners with fast-growing D2C brands to streamline operations and deliver exceptional customer experiences. Our focus is on customer support, retention, and engagement, helping brands connect effectively with their customers.

Role Overview:
We are hiring Customer Support Executives for a chat-based process. You will manage customer interactions on platforms such as Facebook, Instagram, WhatsApp, and social media comments, providing accurate information, resolving queries, and maintaining high-quality written communication. The role requires excellent grammar, typing skills, and professional writing style.

Key Responsibilities:

• Respond promptly and professionally to customer queries via chat and social media comments.
• Assist customers with order-related queries, discounts, and general guidance.
• Handle follow-ups, feedback collection, and resolution of complaints through chat.
• Maintain an empathetic, friendly, and professional tone while managing multiple conversations simultaneously.
• Coordinate efficiently with internal teams, logistics partners, and clients to resolve issues.
• Document all interactions accurately in the CRM and keep relevant stakeholders updated.
• Achieve daily quality and response targets while ensuring customer satisfaction.

Requirements:

• Minimum 6 months of experience in chat support, customer support, or BPO processes.
• Strong written communication skills in Hindi and English; grammar, spelling, and typing accuracy are essential.
• Ability to manage multiple chats simultaneously with a professional and empathetic approach.
• Comfortable coordinating with cross-functional teams and clients.
• Tech-savvy with basic knowledge of chat tools, social media platforms, and CRM systems.
• Must have a laptop/desktop with webcam and reliable internet for WFH days.
• Willingness to work hybrid shifts, including rotational weekends and public holidays.

Perks & Benefits:

• Performance-based incentives.
• Exposure to working with fast-growing D2C brands.
• Opportunity to enhance skills in customer engagement, written communication, and team coordination.

Job Types: Full-time, Permanent

Pay: ₹16,000.00 - ₹20,000.00 per month

Benefits:

• Paid sick time
• Paid time off

Ability to commute/relocate:

• Ghatkopar West, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you comfortable working in a hybrid model in Ghatkopar West, Mumbai?
• Do you have a personal laptop/desktop with webcam and a stable internet connection?
• How would you handle a customer who is upset about a delayed order?
• Why do you want to work in a chat-based customer support role?

Experience:

• Customer service: 1 year (Preferred)
• chat support: 1 year (Preferred)

Language:

• English (Preferred)
• Hindi (Preferred)

Work Location: In person