Customer Support Executive

Job Description — Customer Support Executive

Company: SCO2PA ALANNA Private Limited

Location: Bhopal (Work From Office)

Job Summary

We are seeking a dedicated and skilled Customer Support Executive to manage customer interactions and ensure a seamless post-purchase service experience. You will be the primary point of contact for handling customer inquiries, troubleshooting issues, addressing complaints, and ensuring customers feel valued at every step. The ideal candidate will possess strong communication abilities, empathetic listening skills, and a proactive approach to creating customer delight. This role also involves ensuring efficient resolution of return-related queries while minimizing RTO (Return to Origin) costs.

Key Responsibilities

• Respond promptly and professionally to customer inquiries across multiple communication channels including phone, email, live chat, and social media.
• Understand and assess customer needs to provide accurate information and effective solutions.
• Resolve complaints by gathering relevant facts, analyzing issues, and implementing suitable resolutions.
• Collaborate with internal teams to handle escalated or complex concerns efficiently.
• Maintain detailed records of all interactions to ensure proper documentation and follow-ups in the CRM system.
• Provide customers with product knowledge, troubleshooting support, and post-sales guidance.
• Assist with order-related concerns including placements, returns, refunds, exchanges, and status tracking in alignment with company policies.
• Proactively contribute ideas to improve customer satisfaction, service quality, and operational efficiency.
• Stay updated with product enhancements, policies, and industry trends to better support customer queries.
• Handle and resolve post-order queries effectively to minimize RTO and enhance logistics coordination.

Requirements

• Prior experience in customer support or a related role, preferably in a fast-paced environment.
• Excellent verbal and written communication skills with the ability to simplify complex information.
• Strong problem-solving abilities and analytical thinking.
• Ability to multitask and manage time while handling multiple inquiries simultaneously.
• High level of attention to detail, accurate documentation, and strong organizational skills.
• Positive mindset with a genuine passion for delivering exceptional customer service.
• Experience in coordinating return order tracking and reducing RTO-related issues is an added advantage.Note: Work from office with their own laptop.

How to Apply

Send your resume and portfolio to: ankesh@alanna.co.in

Job Types: Full-time, Permanent

Pay: From ₹15,000.00 per month

Experience:

• Customer relationship management: 1 year (Required)

Work Location: In person