Customer Support Executive

Position Title: Customer Support Executive

Location:

Bangalore

Reports To:

Client Retail Operations Lead

Employment Type:

Full-Time from Ofice at Begur Hobli, Bangalore 6 days working

CTC :

5 Lacs CTCOur ClientIs into the manufacturing and retail of luxury luggage of international brands laid out in premium malls and retail spaces. They are the most up-and-coming retail brand that offers top-of-the-line luggages.

About The Role

We are seeking a

Customer Support Executive

to oversee service quality, handle escalations, and ensure a seamless customer experience at Retail Luggage counters across various malls pan India. This role will be the

single point of contact between mall counter teams, customers, and the client

.

Key Responsibilities

• Customer Support & Service Excellence
• Handle customer queries, complaints, and escalations in a timely manner.
• Develop, maintain, and circulate FAQs and standard response scripts.
• Monitor service quality and ensure consistency across counters.
• Escalation & Issue Management
• Create and manage an escalation matrix for issue resolution.
• Track, log, and resolve escalations from mall counters.
• Coordinate with client teams for critical issue resolution.
• Operational Coordination
• Liaise daily counter executives at each mall for smooth operations.
• Collect insights from ground teams to improve SOPs.
• Support the operational scale-up to 400+ stores pan India.
• Digital Support & Website Management
• Manage FAQs, escalation forms, and customer service content on the website.
• Coordinate with IT/web teams for updates and tracking.
• Enable digital escalation tracking for transparency.
  

Key Deliverables (First 69 months)

• Customer support SOP and FAQ handbook for all counters.
• Fully functional escalation matrix and process.
• 100% customer complaint resolution within defined timelines.
• Updated website content for customer support and FAQs.
• Scalable escalation-tracking system ready for 300+ counters.
  

Skills & Qualifications

• Graduate with 2-4 years of experience in customer support, escalation handling, or retail operations.
• Strong communication, problem-solving, and coordination skills.
• Experience in retail, hospitality, or service operations preferred.
• Ability to multitask, handle pressure, and manage dispersed teams.
• Familiarity with CRM/ticketing tools and website content management is an advantage.
  

Skills: customer satisfaction,customer relationship management (crm),stakeholder engagement,sales monitoring,customer support,escalation,sales operations,reatil sales