Job Description
We are looking for customer-centric Customer Service Executives to support our Direct-to-Consumer (D2C) eyewear brand. This role is primarily focused on live chat support (80%), with limited voice interactions (20%), ensuring customers receive accurate, friendly, and efficient assistance throughout their purchase and post-purchase journey.
Key Responsibilities
- Handle customer inquiries via live chat platforms related to eyewear products, lens options, prescriptions, order status, delivery, returns, and refunds.
- Provide voice support to resolve complex queries, escalations, or follow-ups when required.
- Assist customers in selecting frames, lenses, coatings, and understanding prescription details.
- Resolve complaints efficiently while maintaining brand tone and service quality.
- Update and maintain accurate records of customer interactions in CRM/ticketing systems.
- Coordinate with internal teams (optical lab, logistics, warehouse, and tech) to resolve issues.
- Follow company SOPs, quality standards, and compliance guidelines.
- Achieve defined KPIs such as CSAT, response time, resolution rate, and quality scores.
- Identify opportunities to upsell or cross-sell eyewear products and accessories during interactions.
- Stay updated on product launches, promotions, and eyewear trends.
Required Skills & Qualifications
- Excellent written communication skills (essential for live chat).
- Good verbal communication skills for customer calls.
- Strong customer handling and problem-solving abilities.
- Basic understanding of e-commerce or D2C operations.
- Ability to manage multiple chat conversations simultaneously.
- Comfortable working with CRM systems and chat tools.
Preferred Qualifications
- Experience in eyewear, optical, fashion, or e-commerce customer support.
- Knowledge of prescriptions, lenses, coatings, and eyewear fitting (training can be provided).
- Prior experience handling high-volume chat support.
What We Offer
- Competitive salary
- Structured training on eyewear products and customer handling
- Growth opportunities in a fast-growing D2C brand
- Supportive and collaborative work culture
Salary Package:
Competitive compensation package as per market standards
Job Information:
Job location: Moti Nagar, Delhi.
Employment type: Full-time (Work from Office).
- Schedule: Morning shift (10 AM - 6 PM)
Job Type: Full-time
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
Application Question(s):
Experience:
- total work: 1 year (Preferred)
Work Location: In person
