Customer Support Executive (CSE)

Job Title- Customer Support Executive – Chat & Email

Company Overview

Voylla is India’s leading fashion-jewelry brand, known for blending traditional inspirations with affordable, stylish designs. With 250+ stores nationwide and a growing digital presence, we’re committed to delivering an exceptional customer experience.

Role Summary

As a key member of our customer support team, you’ll interact with customers via chat and email—resolving queries related to orders, products, shipping, returns, and accounts. Fluency in written English is compulsory, as is the ability to maintain consistency and clarity across all communications.

Key Responsibilities

• Live Chat & Email Management: Deliver timely and accurate responses across chat and email channels.
• Issue Resolution & Escalation: Troubleshoot concerns independently and escalate complex issues to the appropriate teams.
• CRM Documentation: Log and categorize all interactions and updates in the CRM system. (adzuna.in)
• Product & Policy Familiarity: Stay updated on Voylla’s product range, promotions, policies, and system procedures. (ambitionbox.com)
• Collaboration: Liaise with retail, product, logistics, and tech teams to resolve issues and optimize customer experience.
• Quality & Compliance: Uphold professional tone, confidentiality, and brand standards across all communications.
• Performance Tracking: Meet KPIs such as response time, resolution rate, customer satisfaction (CSAT), and first-contact resolution.

Qualifications & Skills

Mandatory

• Excellent written English: Strong grammar, clarity, and tone suitability for professional chat and email interactions.
• Education: Graduate in any discipline.
• 0–3 years of experience in chat/email customer support (e-commerce, BPO, or retail preferred).
• Proficient use of CRM/chat platforms and Microsoft Office.
• Strong problem-solving, multitasking, attention to detail, and empathy skills.

What You’ll Gain

• Frontline customer-facing role with one of India’s fastest-growing jewelry brands.
• Scope to influence enhancements in product, messaging, and customer processes.
• Exposure to collaborative operations across various teams, with clear career progression paths.

Additional Details

• Reporting To: Customer Support Manager or Team Lead.

Job Type: Full-time

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

Benefits:

• Commuter assistance
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Day shift

Work Location: In person