FOR REAL Online Factory Outlet Marketplace Experience : 1+ Year Type : Full-time / In-office Role : Customer Support Executive Location : HSR Layout, Bengaluru About For Real For Real is India’s go-to outlet destination, enabling brands to sell unsold and previous-season inventory directly to consumers at the best value. We are creating a trusted bridge between brands and shoppers, ensuring authenticity, smart pricing, and a seamless experience. Role Overview As a Customer Support Executive , you will be the voice and face of For Real for our customers — handling inbound and outbound communication across calls and WhatsApp, resolving order-related queries swiftly, and maintaining meticulous records of every interaction in our support ticketing system. Key Responsibilities Handle inbound and outbound calls for customer queries related to orders, returns, cancellations, refunds, and product information. Manage WhatsApp-based customer support — responding to messages, sending proactive tickets update, and escalating issues where required. Log every customer interaction accurately in the ticketing system with complete details. Maintain daily, weekly, and monthly records of support enquiries, ensuring data hygiene.. Coordinate with internal teams (logistics, tech, brand ops) to resolve complex or escalated issues. Follow defined SOPs for each query category and escalate unresolved issues. Contribute to identifying recurring issues and suggest process improvements to reduce repeat queries. Requirements 1+ year of experience in customer support, preferably in e-commerce, fashion, or retail. Fluency in Hindi and English — spoken and written. Ability to switch between both languages seamlessly. Comfortable handling high call volumes and multi-channel support (calls + WhatsApp) simultaneously. Strong written communication for WhatsApp and ticketing — clear, concise, and empathetic. Proficiency in using CX tools (experience with LimeChat, Exotel, or similar is a plus). Good typing speed with attention to detail for accurate record-keeping. Ability to work in a fast-paced, startup environment with evolving processes. Good to Have Prior experience in fashion / apparel e-commerce support. Familiarity with logistics tracking portals. Basic knowledge of COD, prepaid orders, RTO, and reverse logis
Pay: ₹300,000.00 - ₹400,000.00 per year
Work Location: In person
