Job Title: Customer Support Executive – Reviews & Reputation Management
Location: Kolkata
Employment Type: Full-Time
ABOUT US
123Greetings began in 1997 with a simple but powerful idea: to bring people closer through meaningful emotional expression… no matter the distance.
Long before likes, stories, and instant messaging was a thing, we helped you pause and tell your friend, “I’m thinking of you” from the comfort of your home.
A birthday card sent at midnight?
A festival wish shared across time zones?
An extraordinary note of encouragement on an otherwise ordinary day?
We’ve helped our users do it all.
About the Role
We are looking for a proactive and empathetic Customer Support Executive to manage and respond to customer reviews across our website and mobile application platforms.The ideal candidate is a strong communicator who can represent the brand voice with professionalism, resolve concerns effectively, and help turn negative experiences into positive ones.
Key Responsibilities
- Monitor, manage, and respond to customer reviews on the company website, Google Play Store, Apple App Store, and other relevant platforms on a daily basis.
- Acknowledge and address negative reviews promptly, offering solutions and escalating issues to relevant teams where necessary.
- Engage positively with favourable reviews to reinforce brand trust and customer loyalty.
- Track review trends, identify recurring complaints or product issues, and compile regular reports for the management team.
- Coordinate with the product, tech, and marketing teams to relay customer feedback and ensure issues are resolved at the root level.
- Maintain a consistent and professional brand tone across all review responses.
- Flag fake, spam, or policy-violating reviews and initiate removal requests through appropriate channels.
- Maintain a review response tracker and ensure SLA timelines are met.
- Assist in building and maintaining a review response template library for common queries.
- Support broader customer support functions during peak periods as required.
Required Qualifications & Skills
- Bachelor's degree in any discipline (Mass Communication, English, or Business preferred).
- 1–3 years of experience in customer support, community management, or online reputation management.
- Excellent written communication skills in English with strong attention to grammar and tone.
- Ability to handle negative feedback calmly and professionally without being defensive.
- Familiarity with app store platforms (Google Play Console, App Store Connect) is a plus.
- Basic understanding of customer satisfaction metrics (CSAT, ratings, NPS).
- Proficient in MS Office / Google Workspace; experience with CRM tools is an advantage.
- Strong organisational skills with the ability to manage multiple platforms simultaneously.
Key Competencies
- Empathy and customer-first mindset.
- Conflict resolution and de-escalation ability.
- Attention to detail and consistency.
- Team collaboration and cross-functional communication.
- Time management and ability to meet daily response SLAs.
Job Type: Full-time
Pay: ₹300,000.00 - ₹400,000.00 per year
Work Location: In person
