Customer Support Executive

Job description

About Invent’re:

Invent’re is a platform built to transform the education ecosystem with value added services. Invent’re provides the complete range of selection from bags, book and uniforms for more than 10,000 students growing to 100,000, stationary, shoes, along with services organizing sports competitions and leagues, fundraisers for scholarships, networking through alumni engagement events, incremental revenue generation opportunities to achieve organizational growth. The company’s goal is to personalize, customize and reinvent brand specific inventory kits for K12 Schools. Invent’re is headquartered in Hyderabad, India.

Role Summary: We are seeking committed professionals to join our Customer Support Team, responsible for directly handling customer calls, resolving product and delivery-related queries, and ensuring a seamless support experience. The role demands clarity in communication, a solution-oriented mindset, and the ability to manage interactions with speed and professionalism.

Key Responsibilities:

• Respond to Customer Inquiries: Answer incoming calls, emails, and messages from customers regarding orders, deliveries, product details, and general queries.
• Resolve Complaints Effectively: Investigate customer complaints related to delayed, incorrect, or damaged deliveries and provide prompt, empathetic solutions.
• Maintain Accurate Records: Document all customer interactions, complaints, resolutions, and delivery updates in the CRM system to ensure complete and organized records.
• Escalate Complex Issues: Identify and escalate unresolved or complex complaints to the senior support team or operations management for further action.
• Follow-Up Communication: Proactively follow up with customers to confirm resolution of issues and satisfaction with the support provided.
• Support post-sales Service: Handle requests related to returns, replacements, exchanges, or refunds in coordination with internal teams.
• Feedback and Improvement: Collect and share customer feedback and recurring issues with the operations team to improve processes and service quality.

CANDIDATE PROFILE SPECIFICATIONS:

EDUCATION: Bachelor’s degree in Business, or related field.

EXPERIENCE:

• Minimum 1–3 years of experience in customer support or preferably in e-commerce, logistics, or B2B product environments.

SKILLSET:

• Communication: Excellent verbal and written communication skills in English and Hindi.
• Problem Solving: Strong analytical skills to investigate and resolve complaints.
• Customer Focus: Empathetic approach and a genuine desire to help customers.
• Organization: Ability to document interactions and maintain records accurately.
• Coordination: Comfort working across teams including warehouse, logistics, and sales.
• Technical Skills: Familiarity with CRM tools, basic Excel, and order management software.
• Time Management: Ability to handle multiple queries and issues under deadlines.

Job Type: Full-time

Pay: ₹18,000.00 - ₹25,000.00 per month

Benefits:

• Provident Fund

Schedule:

• Day shift

Education:

• Bachelor's (Required)

Experience:

• Customer service: 2 years (Required)

Work Location: In person