Role Overview
The Senior Executive – Customer Supports will be responsible for managing all customer interactions received through the company's official customer support email ID, telephone calls, WhatsApp (if introduced), website enquiries and other customer communication channels. The role requires prompt acknowledgement of customer complaints, verification of warranty claims, coordination with internal departments, and ensuring every customer receives a satisfactory resolution within the defined turnaround time. The candidate will also maintain complete records of complaints, generate reports, identify recurring product issues, and contribute towards improving customer satisfaction and strengthening the company's brand image.
Key Responsibilities
- Monitor and manage the official customer support email ID on a daily basis.
- Respond to customer queries, warranty claims, and product complaints in a professional and timely manner.
- Verify invoices, warranty eligibility, and supporting documents before processing claims.
- Coordinate with the Sales, Warehouse, Quality, Production, and Dispatch teams to ensure timely resolution of customer issues.
- Follow up with customers until the complaint or warranty claim is successfully closed.
- Maintain an updated tracker of all customer complaints, warranty claims, replacements, and resolutions.
- Prepare daily, weekly, and monthly MIS reports on complaint status, pending cases, and resolution timelines.
- Identify recurring product issues and escalate them to the concerned departments for corrective action.
- Ensure all customer interactions are handled with empathy, professionalism, and a customer-first approach.
Qualifications
- Graduate in any discipline.
Skills & Experience
- 2–5 years of experience in Customer Service, Customer Care, Warranty Claims, After-Sales Support, or Complaint Handling.
- Experience in consumer products, luggage, bags, retail, manufacturing, or e-commerce industries will be preferred.
- Excellent verbal and written communication skills in English and Hindi.
- Strong email drafting and customer handling skills.
- Good working knowledge of MS Office, MS Excel, and Outlook.
- Strong coordination, problem-solving, and follow-up abilities.
- Ability to manage multiple customer cases while meeting defined turnaround times (TAT).
Pay: ₹9,777.76 - ₹34,108.52 per month
Benefits:
- Paid time off
- Provident Fund
Work Location: In person
