Customer support

Job Summary:

We are looking for a Customer Support Executive to provide exceptional service to our customers for our premium range of baby products. The role involves assisting customers with order tracking, returns, COD payments, product inquiries, and complaint resolution. The ideal candidate should have strong communication skills, empathy, and the ability to manage customer expectations in a professional manner.

Key Responsibilities:

• Handle customer queries through calls, emails, WhatsApp, and chat support.
• Provide order-related assistance including order confirmation, dispatch updates, delivery tracking, and COD remittance queries.
• Manage returns, exchanges, and refund requests in coordination with the warehouse and accounts team.
• Assist customers with product-related queries (features, assembly guidance, dimensions, warranty, usage).
• Maintain accurate records of customer interactions in CRM / ERP system.
• Escalate unresolved issues to the appropriate department and ensure timely resolution.
• Follow up with logistics/courier partners to ensure on-time deliveries and pickup of returns.
• Prepare and share daily/weekly customer support reports on tickets, complaints, and resolution timelines.
• Educate customers on policies, warranty, and return guidelines to ensure clarity.
• Contribute to improving customer experience and satisfaction scores by providing empathetic, solution-driven support.

Key Skills & Competencies:

• Excellent verbal & written communication in English and Hindi (knowledge of additional regional languages is a plus).
• Strong problem-solving, active listening, and patience.
• Ability to handle angry or dissatisfied customers with empathy.
• Familiarity with e-commerce processes (orders, returns, COD, payment gateways).
• Knowledge of MS Excel, CRM, and ticketing systems preferred.
• Multi-tasking ability in a fast-paced environment.

Qualifications & Experience:

• Graduate in any discipline (Commerce/Business preferred).
• 1–3 years of experience in e-commerce/retail customer service.
• Freshers with good communication skills and willingness to learn can also apply.

Job Types: Full-time, Permanent

Pay: From ₹25,000.00 per month

Work Location: In person

Speak with the employer
+91 7529961646