Customer Support Coordinator

Job Description

Customer Support Coordinator - Job Description About Us: We are a dynamic D2C (Direct-to-Consumer) brand company that specializes in building and managing multiple brands. With several active flagship brands in our portfolio, customer service forms the backbone of our business operations. We're looking for dedicated Customer Support Coordinators to join our growing team and help us deliver exceptional customer experiences. Position Overview: We are seeking Customer Support Coordinators who will serve as the primary point of contact for our customers across various communication channels. This role is perfect for individuals who are passionate about customer service, possess excellent communication skills, and thrive in a fast-paced environment. Key ResponsibilitiesCustomer CommunicationHandle customer inquiries and support requests via WhatsApp, email, and phone calls Provide prompt, professional, and empathetic responses to customer concerns Manage customer complaints and work towards satisfactory resolutions Conduct outbound calls to customers when required (skill-based with incentive opportunities) Administrative TasksMaintain accurate customer records and interaction logs in Google Sheets/Excel Process orders, returns, and refund requests efficiently Update customer information and track service requests Generate reports on customer interactions and support metrics Brand Support ActivitiesAssist with various tasks related to our brand services and operations Support marketing and promotional activities as needed Collaborate with different teams to ensure seamless customer experience Participate in process improvements and optimization initiatives Required QualificationsLanguage SkillsFluency in Hindi and English (both written and spoken) Excellent verbal and written communication abilities Ability to adapt communication style based on customer needs Technical SkillsProficiency in Google Sheets and Microsoft Excel Comfort with digital communication platforms (WhatsApp Business, email clients) Basic computer literacy and ability to learn new software quickly Typing speed and accuracy for efficient communication Personal AttributesExcellent time management skills with ability to prioritize tasks Punctuality and reliability - consistent attendance is crucial Strong problem-solving abilities and customer-first mindset Patience and empathy when dealing with customer concerns Ability to work independently and as part of a team Experience RequirementsFreshers are welcome - We provide comprehensive training for motivated candidates Experienced professionals in customer service, call centers, or related fields are also encouraged to apply Previous experience with D2C brands or e-commerce customer support is a plus Experience with WhatsApp Business or similar platforms preferred but not mandatory What We OfferTraining & DevelopmentComprehensive onboarding program covering all aspects of customer support Specialized training on WhatsApp customer service protocols Ongoing skill development and career growth opportunities Regular feedback sessions and performance coaching Compensation & IncentivesCompetitive base salary Performance-based incentives for outbound calling activities Additional bonuses based on customer satisfaction scores Growth opportunities within our expanding brand portfolio Work EnvironmentCollaborative and supportive team culture Opportunity to work with multiple brands and gain diverse experience Fast-paced environment with room for innovation and process improvement Ideal Candidate Profile: We're looking for someone who is naturally helpful, enjoys solving problems, and takes pride in delivering excellent customer service. You should be comfortable with technology, able to multitask effectively, and maintain a positive attitude even in challenging situations. Whether you're a fresh graduate looking to start your career in customer service or an experienced professional seeking new opportunities, we encourage you to apply if you meet our requirements and share our commitment to customer excellence.