Customer Support Executive

Company: Art TherapyRole OverviewThe Customer Support Executive will manage customer experience across WhatsApp, Instagram, and AI systems. Since 80% of queries are handled by AI, your focus will be on the 10–20% cases requiring human help, coordinating with operations and warehouse teams, and maintaining all customer support sheets. You will also make short daily feedback calls (15–20 seconds each). Key Responsibilities 1. Customer Query Resolution (10–20%)Handle escalations/queries that AI cannot resolve (missing items, delays, refunds, replacements). Provide polite, solution-driven responses via WhatsApp & Instagram. Verify order details and coordinate with Operations/Warehouse for fast solutions. 2. AI Chat Support Monitoring (80%)Monitor automatic replies sent by AI. Flag wrong responses or issues to the brand/tech team. Ensure accurate communication flow. 3. Coordination & Problem SolvingWork closely with: Operations Manager Warehouse Manager Logistics Partners Resolve product issues, delays, cancellations, and replacements quickly. 4. Maintaining Daily Sheets (Very Important)You will maintain and update all customer sheets daily: A. Order Verification SheetCall and confirm COD/prepaid orders. Update verification status, notes, and call outcomes. B. Customer Support Query SheetAdd every customer issue (WhatsApp/IG/email). Update status: Open / Closed / Waiting / Escalated. Maintain clear notes for each case. C. Order Cancellation Sheet Record cancellation reason, status, refund mode, and follow-up actions. Coordinate with operations for refunds and product pullbacks. D. Daily Feedback Call SheetMake 15–20 sec feedback calls. Note customer experience and any action needed. (Training will be provided for each sheet.) 5. Customer ExperienceMaintain Art Therapy’s warm, gentle, healing communication tone. Ensure every customer feels supported and heard. Share repeat complaints and patterns with the founder/ops team. Requirements0–1 year experience in customer service (freshers with good communication can apply). Strong verbal & written communication (Hindi, English preferred). Basic Excel/Google Sheets knowledge. Calm, patient, and able to handle multiple queries. Organised with strong follow-up discipline. What We OfferSupportive, friendly work environment. AI-driven workflows to reduce manual workload. Training for all tools and sheet systems. Fast career growth opportunities. Be a part of a brand focused on creativity, calmness, and emotional wellbeing.