About the Role:
We're looking for a Customer Service Executive who is passionate about creating exceptional customer experiences. You'll be the first point of contact for our customers, helping resolve queries, provide product guidance, and ensure every interaction reflects our brand values. If you're empathetic, solution-oriented, and enjoy building relationships with customers, we'd love to hear from you.
Key Responsibilities:
- Respond to customer queries across email, chat, social media, WhatsApp, and phone calls in a timely and professional manner.
- Resolve customer concerns related to orders, deliveries, returns, exchanges, refunds, payments, and products.
- Provide accurate product recommendations and guidance based on customer needs.
- Coordinate with logistics, warehouse, operations, and marketing teams to resolve customer issues efficiently.
- Handle customer complaints with empathy while maintaining a positive brand experience.
- Process returns, replacements, refunds, and order modifications in line with company policies.
- Track customer interactions and maintain accurate records in CRM or customer support tools.
- Identify recurring customer issues and share actionable insights with relevant teams.
- Monitor customer satisfaction metrics and work towards achieving response time and resolution SLAs.
- Support customer engagement initiatives, including review management and post-purchase communication.
- Stay updated on product launches, promotions, and company policies to provide accurate information to customers.
Requirements:
- 1-3 years of experience in customer service, customer support, or customer success, preferably in an e-commerce or D2C brand.
- Excellent verbal and written communication skills in English and Hindi.
- Strong problem-solving and conflict-resolution skills.
- High level of empathy, patience, and customer-first mindset.
- Ability to multitask and manage multiple customer conversations simultaneously.
- Comfortable using customer support platforms, CRMs, Shopify, and order management systems.
- Strong attention to detail and organizational skills.
- Ability to thrive in a fast-paced startup environment.
Preferred Qualifications:
- Experience working with Shopify, Gorgias, Freshdesk, Zendesk, Intercom, or similar customer support tools.
- Prior experience in consumer brands is preferred.
- Familiarity with logistics partners and e-commerce operations is an added advantage.
What We're Looking For
- A genuine passion for helping people.
- Strong ownership and accountability.
- Excellent communication and interpersonal skills.
- Calm under pressure and able to handle difficult situations professionally.
- A proactive mindset with a focus on continuous improvement.
- Someone who enjoys working collaboratively across teams and contributing to a great customer experience.
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Application Question(s):
- How soon can you join?
- What is your current CTC?
- What is your expected CTC?
Work Location: In person
