Customer Support Associate (Hybrid)

Location: Ghatkopar West, Mumbai
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

About Datastraw Technologies:
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.

About the Opportunity:
We are looking for proactive and empathetic individuals to join our growing Customer Support Team. This role is ideal for candidates who enjoy problem-solving, communication, and building strong relationships with customers. You’ll be managing interactions across multiple channels and ensuring every customer receives a smooth and positive experience.

Key Responsibilities:

• Handle customer queries through WhatsApp, Instagram, Facebook, and other social media channels.
• Respond to comments, chats, and direct messages in a timely and professional manner.
• Manage inbound and outbound calls as required for order confirmations or escalations.
• Log all customer interactions accurately in the CRM system.
• Collaborate with internal departments, logistics partners, and client teams to ensure quick resolutions.
• Manage 100+ daily customer interactions across multiple platforms with efficiency and accuracy.

Eligibility Criteria:

• Candidates with at least 3 months of customer service experience are welcome.
• Strong communication skills in English and Hindi (both written and verbal).
• Ability to stay calm under pressure and handle diverse customer emotions with empathy.
• Good computer literacy and ability to work with CRM tools.
• Must have a personal laptop and stable internet connection for hybrid work setup.
• Should be punctual, responsible, and a strong team player.

What We Offer:

• Paid training to help you understand tools, communication protocols, and CRM software.
• Hands-on experience with multichannel customer support in a fast-paced environment.
• A hybrid work model - work 3 days from office and 3 days remotely.
• Career growth opportunities based on performance and learning.

Why Join Us:

• Opportunity to interact with customers from fast-growing D2C brands.
• Develop communication, problem-solving, and multitasking skills.
• Work in a structured yet friendly environment that values your growth.
• Be part of a team that celebrates success and supports each other.

Interview Process:
Shortlisted candidates will receive a call for screening, followed by virtual or in-person interview rounds.

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?
• Are you comfortable handling both chats and calls (inbound & outbound)?
• Describe a time when you had to handle a difficult or upset customer. How did you resolve the issue?
• If a customer’s order is delayed and the logistics team isn’t responding quickly, how would you handle the situation?

Experience:

• Customer support: 1 year (Preferred)

Language:

• English (Preferred)
• Hindi (Preferred)

Work Location: In person