Customer Support Executive

Sunad Garden is looking for a proactive and customer-focused Customer Support Executive who can handle customer queries, support the sales team, guide users through our platform, and ensure a smooth customer journey from inquiry to purchase.

Key Responsibilities1. Customer Query Handling

• Resolve queries related to logins, payments, questionnaire filling, product information, cart issues, and post-purchase concerns.
• Identify system vs user errors and escalate technical issues promptly.
• Provide step-by-step guidance to customers for a friction-free experience.

2. Payment & Account Support

• Verify payment status through dashboard/payment gateway.
• Guide customers on successful, pending, or failed transactions.
• Escalate mismatched payments within defined timelines.

3. Questionnaire Assistance

• Assist customers in completing health questionnaires.
• Clarify doubts and ensure successful submissions.

4. Product & Cart Assistance

• Explain product details, plant benefits, and usage information accurately.
• Help customers with cart creation, modifications, and checkout.
• Identify high-intent customers and alert the sales team.

5. Coordination With Sales Team

• Share lead information with complete clarity.
• Provide updates on customer feedback, concerns, and conversion blockers.
• Follow up on open leads regularly to ensure closure.

6. Reporting & Documentation

• Maintain daily trackers for queries, resolution times, and escalations.
• Prepare and submit End-of-Day reports.
• Generate weekly and monthly performance summaries.

7. Internal Staff Training

• Train new staff on CRM usage, common queries, response templates, and processes.
• Conduct monthly refreshers and maintain training logs.

Key Skills Required

• Excellent communication skills (written & verbal).
• Strong problem-solving and customer-handling skills.
• Ability to multitask and prioritize efficiently.
• Experience with CRM tools, ticketing systems, or customer portals.
• Basic understanding of payments, order processing, and e-commerce flows.
• A calm, patient, and solution-oriented mindset.

KPIs for Success

• First response time
• Average resolution time
• Conversion support effectiveness
• Accuracy of information shared
• Customer satisfaction score
• Reporting quality & consistency

Qualifications

• Any graduate degree.
• 1–2 years of experience in customer support (preferably in e-commerce, wellness, or service-based companies).

Why Join Sunad Garden?

• Opportunity to contribute to a fast-growing wellness and sustainability brand.
• Supportive culture and meaningful work aligned with improving customer well-being.
• Career growth opportunities within customer success and operations.

Job Type: Full-time

Pay: ₹15,000.00 - ₹30,000.00 per month

Work Location: In person