Customer Support Executive
Company: Communal (D2C Skincare Brand)
Location: Pune, Maharashtra (On-site/Full-time)
Experience: 1–3 Years
About Communal
Communal is a fast-growing, community-first skincare brand focused on authenticity, inclusivity, and real conversations. We leverage data-backed education and relatable storytelling to build trust, drive engagement, and deliver exceptional customer experiences. As we continue to grow, we are looking for a passionate and customer-centric Customer Support Executive to build strong customer relationships and deliver an exceptional support experience at every touchpoint.
Role Overview
As a Customer Support Executive, you will be responsible for interacting with customers through outbound calls, engaging with Add-to-Cart customers, collecting valuable customer feedback, resolving customer concerns, and ensuring a seamless post-purchase experience. You will act as the voice of the brand by delivering prompt, empathetic, and professional customer service while working closely with internal teams to enhance customer satisfaction and retention.
Your objective is simple:
Deliver an outstanding customer experience by proactively assisting customers, resolving issues efficiently, increasing order conversions, and building long-term customer trust and loyalty.
Key Responsibilities
1. Customer Calling & Engagement
- Make outbound calls to existing customers to ensure a positive post-purchase experience.
- Contact Add-to-Cart customers and assist them in completing their purchase.
- Address customer concerns, answer product-related questions, and guide them through the buying journey.
- Build positive relationships through professional and friendly communication.
2. Customer Support & Issue Resolution
- Resolve customer queries related to orders, products, deliveries, returns, exchanges, and refunds.
- Handle customer complaints professionally with empathy and patience.
- Ensure timely resolution of customer concerns while maintaining high service standards.
- Escalate complex issues to the relevant departments whenever required.
3. Customer Feedback & Retention
- Conduct feedback calls to understand customer satisfaction.
- Collect valuable customer insights regarding products and services.
- Maintain customer feedback records and share observations with internal teams.
- Encourage repeat purchases through excellent customer engagement and relationship building.
4. CRM & Customer Records
- Maintain accurate records of customer interactions in CRM or internal systems.
- Update customer information and follow-up status regularly.
- Prepare daily reports on customer interactions, feedback, and issue resolutions.
5. Cross-functional Coordination
- Coordinate with Warehouse, Operations, Sales, Marketing, and E-commerce teams for timely issue resolution.
- Ensure customers receive accurate information regarding orders and deliveries.
- Communicate recurring customer concerns to improve customer experience.
6. Customer Experience Improvement
- Identify common customer pain points and recommend process improvements.
- Suggest ideas to enhance customer satisfaction and loyalty.
- Ensure every customer interaction reflects the brand's commitment to excellence.
Key Requirements
- 1–3 years of experience in Customer Support, Customer Service, Telecalling, BPO, or a similar customer-facing role.
- Excellent verbal communication skills in English and Hindi.
- Marathi communication will be preferred.
- Strong customer handling, negotiation, and problem-solving skills.
- Comfortable handling a high volume of outbound customer calls.
- Basic knowledge of MS Excel, Google Sheets, and CRM software.
- Ability to multitask in a fast-paced environment.
- Positive attitude with a strong customer-first mindset.
Preferred Background
- Experience in D2C, E-commerce, Retail, BPO, Customer Care, or Call Centre operations.
- Experience in handling Add-to-Cart conversion calls and post-purchase customer engagement.
- Prior experience in customer retention, customer satisfaction, or sales support will be an added advantage.
What We Offer
- High Ownership: Play a key role in delivering exceptional customer experiences and strengthening customer relationships.
- Direct Impact: Contribute directly to customer satisfaction, retention, and business growth.
- Growth Culture: Work in a dynamic, fast-paced environment with opportunities to learn, grow, and build your career alongside a rapidly scaling D2C skincare brand.
Pay: ₹15,000.00 - ₹20,000.00 per month
Benefits:
- Cell phone reimbursement
- Paid sick time
Work Location: In person
