Senior Customer Support Executive

Company Description

Tikitoro is India’s first personal care brand tailored for kids (4-10 years) and teens (11-16 years). Born from a parent's journey to find safe personal care for their child, our mission is to empower children with self-care habits rooted in confidence, health, and sustainability. Tikitoro products are dermatologically tested, vegan, cruelty-free, and formulated with nature-derived, toxin-free ingredients. We have received numerous awards and recognitions for our innovation and commitment to safety and quality in personal care.

Role Description

This is a full-time on-site role for a Senior Customer Support Executive based in Chennai. The Senior Customer Support Executive will be responsible for managing customer support activities, ensuring customer satisfaction, handling online support queries, delivering excellent customer service, and providing technical support. The role involves day-to-day interactions with customers to resolve their concerns promptly and effectively, while working closely with the support team to maintain high service standards.

Role and Responsibilities

•  Respond promptly and professionally to customer queries via chat, email, social media DMs, and inbound calls.
• Offer real-time support to ensure a seamless customer journey from order placement to delivery.
• Address customer concerns regarding product details, orders, payments, exchanges, returns, and refunds.
• Coordinate with internal teams (e.g., logistics, warehouse, and operations) to resolve order or delivery-related concerns.
• Maintain detailed records of customer interactions in the CRM system and track recurring issues to identify improvement areas.
• Share customer feedback and insights with relevant teams to improve product and service quality.
• Follow defined TATs (Turnaround Times) and SOPs to ensure timely resolution of queries.
• Ensure a consistent and empathetic brand tone in all communication.
• Assist in managing support KPIs like CSAT, First Response Time, Resolution Time, and Ticket Volume.
  

Requirements

• 2–4 years of relevant experience in customer support in D2C, ecommerce, or personal care industries.
• Strong verbal and written communication skills in English (knowledge of Hindi or regional languages is a plus).·
• Knowledge of last-mile logistics, courier tracking, return & refund cycles.
• Ability to multitask and work in a fast-paced, customer-obsessed environment.
• Problem-solving attitude with a calm and empathetic demeanor.
  

Qualification

• Bachelor's degree in any discipline (Commerce, Business, or Communication preferred).
• Prior experience in a personal care, beauty, or consumer lifestyle D2C brand.
• Familiarity with order management platforms like Shopify.