Customer Support Executive (Skincare Brand)
About the Role
We are looking for a proactive and customer-focused Customer Support Executive to join our growing skincare brand. This role goes beyond resolving customer queries—you will play a key role in driving customer satisfaction while identifying opportunities to upsell and cross-sell products that best meet customers' skincare needs.
The ideal candidate is an excellent communicator with experience in customer support or telesales, a strong sales mindset, and a passion for delivering exceptional customer experiences.
Key Responsibilities
- Handle customer inquiries via phone, WhatsApp, email, and other support channels in a timely and professional manner.
- Assist customers with product recommendations based on their skincare concerns and needs.
- Drive revenue by effectively upselling premium products and cross-selling complementary skincare products.
- Handle customer objections confidently and convert inquiries into successful sales.
- Manage end-to-end eCommerce customer support, including:
- Order tracking and updates
- Payment-related queries
- Cash on Delivery (COD) issues
- Returns, refunds, and exchanges
- Delivery and shipping concerns
- Resolve customer complaints with empathy while maintaining high customer satisfaction.
- Maintain accurate customer records and interactions using CRM platforms.
- Coordinate with internal teams (operations, logistics, and warehouse) to ensure timely issue resolution.
- Achieve individual sales, conversion, and customer satisfaction targets.
- Prepare and maintain reports using MS Excel.
Must-Have Qualifications
- 2–3 years of experience in Telesales, Customer Support, or Customer Success.
- Proven experience in upselling, cross-selling, and objection handling.
- Excellent verbal communication skills in English and Hindi. Punjabi proficiency is preferred.
- Hands-on experience handling eCommerce orders, payments, COD, returns, refunds, and customer queries.
- Customer-centric mindset with the ability to balance service excellence and sales targets.
- Working knowledge of CRM platforms and MS Excel.
Preferred Skills
- Passion for skincare, beauty, or wellness products.
- Strong listening, negotiation, and relationship-building skills.
- Ability to multitask and perform in a fast-paced, target-driven environment.
- Positive attitude with a solution-oriented approach.
- Strong organizational and follow-up skills.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- First Response & Resolution Time
- Upselling and Cross-selling Revenue
- Conversion Rate
- Customer Retention & Repeat Purchase Rate
- CRM Data Accuracy
- Achievement of Monthly Sales Targets
Why Join Us?
- Opportunity to work with a fast-growing skincare brand.
- Collaborative and customer-first work culture.
- Career growth opportunities in customer success and sales.
- Exposure to building meaningful customer relationships while contributing directly to business growth.
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
