Job Description – Customer Support & Front Desk Executive
Position Overview
The Customer Support & Front Desk Executive is responsible for managing customer queries and communications across CRM, Shopify, LimeChat, Exotel, and other customer service channels. The role involves lead management, complaint handling, order coordination, customer follow-ups, front desk support, and ensuring a smooth customer experience from enquiry to order completion.
Key Responsibilities
1. Zoho CRM Management
Lead Management
- Receive and monitor leads from the following sources:
- IVR Calls
- LimeChat
- CRM
- InfoMail
- Review and complete the required account management process before assigning leads.
- Assign leads to the appropriate team/person based on the requirement.
- Ensure lead details and follow-up information are updated accurately in Zoho CRM.
- Track pending leads and ensure timely follow-up.
Complaint Management
Create and manage customer complaints in Zoho CRM for the following categories:
- Address Change
- Cancellation
- Damage
- Delay in Delivery
- Item Missing
- Refund
- Replacement
- Wrong Shipment Mode
- Ensure complete and accurate complaint details are recorded.
- Coordinate with the relevant internal team for resolution.
- Follow up until the complaint is resolved and the customer has been updated.
2. Shopify Order Management
- Monitor and coordinate same-day delivery and local delivery orders.
- Manage and coordinate store pickup orders.
- Monitor abandoned checkouts.
- Call customers regarding abandoned checkouts and assist them with completing their orders where required.
- Update the status and outcome of abandoned checkout calls in the Front Desk File.
- Coordinate with the relevant teams to ensure orders are processed and fulfilled on time.
3. LimeChat Customer Support
- Monitor LimeChat regularly during working hours.
- Respond to all customer queries received through LimeChat.
- Provide accurate information regarding products, orders, delivery, complaints, and other customer requirements.
- Escalate issues to the appropriate department whenever necessary.
- Ensure customer queries are responded to promptly and professionally.
4. Exotel Call Management
- Attend and respond to incoming customer calls through Exotel.
- Handle customer queries professionally and provide appropriate assistance.
- Monitor missed calls regularly.
- Call back customers for all relevant missed calls.
- Ask the customer about the reason for their call and understand their requirement.
- Record the customer's query/reason for calling in the Notes section of Exotel.
- Ensure appropriate follow-up or escalation is completed where required.
5. Walk-in Customer Management
- Attend to walk-in customers visiting the store/front desk.
- Handle walk-in requirements for orders of less than 5 quantities.
- Understand the customer's requirement and provide appropriate assistance.
- Coordinate with the relevant team whenever the requirement (more than 5 quantity).
- Maintain a professional, welcoming, and customer-friendly environment.
- Maintain walk-in entries in excel sheet (Walk-in client).
6. Order Replacement & Customization Coordination
- Coordinate directly with customers whenever a product replacement is required.
- Obtain and coordinate required product photographs/details for replacement requests.
- Coordinate with customers for customization requirements, including photographs and initials, wherever these details are not already updated on the order.
- Ensure the required customization information is collected accurately and communicated to the relevant team.
- Follow up to ensure the correct details are updated against the order before processing.
7. Hospitality & Front Desk Responsibilities
- Welcome and assist customers and visitors at the front desk.
- Maintain a professional and hospitable customer experience.
- Handle customer enquiries courteously and efficiently.
- Coordinate with internal departments to address customer requirements.
- Ensure front desk records and customer-related updates are maintained accurately.
- Support day-to-day front desk activities as required.
Key Performance Expectations
- Timely response to customer calls, chats, leads, and enquiries.
- Accurate and timely updates in Zoho CRM, Exotel, Shopify, and Front Desk records.
- Proper assignment and follow-up of leads.
- Effective complaint resolution and escalation.
- Timely coordination of deliveries, pickups, replacements, and customizations.
- Professional communication with customers across all channels.
- Strong coordination with internal teams.
- High level of customer service and hospitality.
Primary Systems & Channels
- Zoho CRM – Lead and complaint management
- Shopify – Order, delivery, pickup, and abandoned checkout management
- LimeChat – Customer chat support
- Exotel – Incoming calls, missed-call follow-ups, and call notes
- InfoMail – Lead/customer enquiry management
- Front Desk File – Customer and abandoned checkout follow-up records
Overall Objective
To provide prompt, accurate, and professional customer support across all communication channels and front desk activities, while ensuring that every lead, enquiry, complaint, order-related issue, and customer requirement is properly recorded, followed up, coordinated, and resolved.
Pay: ₹10,158.42 - ₹25,861.42 per month
Work Location: In person
