Customer Support Specialist

ob description: Customer Support Specialist (D2C Experience and Excellent Communication Skills Mandatory)

Location: Okhla, South Delhi | Onsite

Experience Required: 2+ Years

Employment Type: Full-Time

Package: Upto 35K

Work mode: Onsite, 6 days a week

About the Role:

We are looking for a proactive and customer-focused Customer Support Specialist to join our growing D2C brand. The ideal candidate should have exceptional communication skills, prior experience in handling customer interactions across multiple platforms, and a proven track record in cross-selling and upselling.

You will be the voice of our brand — ensuring smooth communication, timely resolutions, and an excellent customer experience across all touchpoints.

Key Responsibilities:

• Customer Communication: Respond promptly to customer queries via Instagram, WhatsApp, and email with professionalism and empathy.
• Issue Resolution: Handle and resolve customer complaints effectively by coordinating with internal teams for quick turnarounds.
• Order Management: Provide regular updates on orders, handle delays, RTOs (Return to Origin), and maintain customer trust.
• Escalation Handling: Identify and escalate repeat complaints or process gaps to management for improvement.
• Product Feedback: Collect and share customer feedback with the relevant teams to support product enhancement.
• Cart Recovery: Execute proactive outreach to recover abandoned carts and convert potential leads into sales.
• Cross-Selling & Upselling: Recommend complementary or upgraded products to enhance customer satisfaction and order value.
• Documentation: Maintain accurate logs of all customer interactions, resolutions, and follow-ups in CRM tools.

Key Performance Indicators (KPIs):

• Customer Query Resolution Efficiency
• Escalation Management Success Rate
• Abandoned Cart Conversion Rate
• Cross-Sell & Upsell Performance
• Process Improvement Contributions
• New Joiner Training & Support

Required Skills & Qualifications:

• 2–4 years of customer support experience in a D2C (Direct-to-Consumer) company (mandatory).
• Excellent communication skills — written and verbal (English & Hindi preferred).
• Proven track record in cross-selling and upselling.
• Familiarity with CRM tools, ticketing systems, and WhatsApp/Instagram business handling.
• Strong problem-solving, coordination, and multitasking abilities.
• Comfortable with a 6-day working schedule and fast-paced environment.