Customer Support Executive

Job Description

1. Handle customer inquiries via email, chat, incoming & outgoing calls, WhatsApp, and social media.

2. Resolve customer complaints and provide appropriate solutions within the defined turnaround time.

3. Maintain accurate customer records and update CRM systems.

4. Escalate complex issues to the relevant teams and follow up until resolution.

5. Meet defined KPIs such as CSAT, SLA, AHT, First Response Time, and Resolution Time.

6. Ensure all customer interactions are professional, empathetic, and aligned with the brand's tone of voice.

7. Identify recurring customer issues and share feedback with internal teams for process improvement.

Requirements

• Bachelor's degree in any field.
  
• 1–3 years of experience in customer support/customer service (freshers with excellent communication skills are welcome).
  
• Excellent verbal and written communication skills.
  
• Experience with CRM software and omnichannel customer support.
  
• Strong time management, multitasking, and organizational skills.
  
• Attention to detail with a commitment to delivering high-quality customer service.
  
• Good problem-solving and interpersonal skills.
  
• Proficiency in Microsoft Excel and MS Office applications.
  

Requirements
Excellent verbal and written communication Customer query resolution Complaint handling and conflict resolution Active listening and empathy Customer relationship management Product knowledge Order management and tracking Returns, refunds, and replacement handling Escalation management SLA adherence D2C/eCommerce Knowledge Order lifecycle management Shopify or eCommerce platform familiarity Courier and logistics coordination COD and prepaid order handling Customer retention through service excellence Understanding of marketplaces (Amazon, Nykaa, Myntra, Flipkart) is a plus Tools & Software CRM/Ticketing tools (e.g., Freshdesk, Zoho Desk, Zendesk) Excel/Google Sheets Google Workspace WhatsApp Business Chat support tools Analytical & Operational Skills Documentation and record keeping Basic reporting and MIS Attention to detail Multitasking Time management Process adherence Soft Skills Customer-first mindset Patience and empathy Problem-solving Ownership and accountability Adaptability Team collaboration Positive attitude Ability to work under pressure Preferred Experience 1–3 years of customer support experience in a D2C, eCommerce, or retail environment. Experience handling customer interactions via calls, emails, chat, social media, and WhatsApp. Ability to maintain high customer satisfaction (CSAT) while resolving queries within defined turnaround times.