Customer Support Executive (CSE)

Job Overview

We are looking for a customer-focused and articulate Customer Support Executive to join our team. The candidate will be responsible for handling customer queries through calls, emails, live chat, and other communication channels, ensuring a smooth and satisfactory shopping experience.

The role involves assisting customers before and after purchase, resolving order-related concerns, providing product information, coordinating with internal teams, and ensuring timely follow-ups and effective query resolution.

Key Responsibilities

• Handle customer queries through inbound and outbound calls, emails, live chat, and WhatsApp.
• Assist customers with product-related questions, specifications, availability, pricing, and purchase decisions.
• Provide order status updates, tracking information, and delivery-related assistance.
• Handle queries regarding cancellations, shipping delays, returns, replacements, refunds, and warranty claims in accordance with company policies.
• Assist customers facing product-related issues and guide them through the appropriate resolution process.
• Coordinate with warehouse, logistics, sales, and other internal teams to resolve customer concerns.
• Maintain accurate records of customer interactions, complaints, follow-ups, and resolutions.
• Handle customer complaints professionally, patiently, and empathetically.
• Ensure timely responses and follow-ups to provide a positive customer experience.
• Escalate complex or unresolved issues to the concerned team or supervisor.
• Help customers navigate the website and understand the ordering and payment process.
• Maintain professional communication and contribute to customer satisfaction and retention.

Required Skills and Qualifications

• Excellent verbal and written communication skills.
• Good command of English and Hindi.
• Strong listening, problem-solving, and interpersonal skills.
• Basic computer knowledge and familiarity with email, spreadsheets, and online platforms.
• Ability to handle multiple customer queries while maintaining accuracy and professionalism.
• A patient, positive, and customer-oriented approach.
• Willingness to learn about the company's products, policies, and support processes.

Pay: ₹15,000.00 - ₹25,000.00 per month

Work Location: In person