Customer Support Executive

Company Description

HeadFox is a Jaipur-based company that manufactures Smart Helmets. Founded in 2017, HeadFox aims to bring superior design and high-quality smart wearable products to consumers and institutions worldwide. With a focus on innovation and market revolution, the company engages in thorough research to develop ground-breaking, easy-to-use, and affordable smart wearables.

Role Description

This is a full-time on-site role for a Customer Support Executive located in Jaipur. The Customer Support Executive will be responsible for providing exceptional customer service, managing customer satisfaction, offering online support, and handling technical support inquiries. Daily tasks include responding to customer queries, troubleshooting issues, and ensuring a smooth customer experience.

Key Responsibilities:

-Handle incoming customer queries via phone, email. WhatsApp. and other platforms.

-Provide accurate information about our products, services, warranties, and return policies.

-Coordinate with the internal teams (warehouse. service. R&D) to resolve customer issues.

-Maintain detailed records of customer interactions, complaints, and resolutions.

-Follow up with customers to ensure their issues are resolved and they are satisfied.

-Support order tracking, replacement, and refund-related queries.

-Manage CRM software for logging support tickets and updating status.

-Escalate complex issues to the relevant departments promptly.

-Share weekly reports on customer satisfaction and support metrics.

-Assist in collecting customer feedback and suggesting process improvements.

Required Skills:

-Strong communication and interpersonal skills (Hindi & English mandatory)

-Patience and problem-solving attitude

-Familiarity with CRM tools. ticketing software, and MS Office

-Ability to multitask and work under pressure

-Basic knowledge of e-commerce and logistics will be a plus

Qualification:

-Bachelor's degree in any field

• Minimum 1 year of experience in customer service/support role preferred