Job Title: Customer Care Executive — PST Shift
Location: Bangalore (remote/hybrid options can be added as needed)
Employment Type: Full-time
Shift: PST shift (9:00 AM – 6:00 PM PST) — candidate must be comfortable working this schedule
Role Overview
We are seeking a customer-focused, multilingual Customer Care Executive to manage customer inquiries, resolve issues, and ensure a smooth post-order experience during the PST shift. The ideal candidate will be fluent in Telugu, Hindi, English, and Tamil, and will be highly preferred if based in Bangalore.
Key Responsibilities
Respond to customer inquiries across phone, email, chat, and social media in a timely, professional manner during the PST shift.
Handle order-related queries: order placement, tracking, cancellations, returns, refunds, and delivery exceptions.
Provide product information, gifting recommendations, and assist with personalization requests.
Record and update customer interactions in the CRM/Helpdesk, maintaining accurate notes and follow-ups.
Coordinate with operations, delivery, and quality teams to resolve delivery issues and product quality complaints.
Escalate complex issues to team leads or managers, following escalation protocols.
Meet or exceed KPIs: response time, resolution time, customer satisfaction (CSAT), and first contact resolution (FCR).
Contribute to process improvements and knowledge base content to reduce repeat queries.
Assist with periodic campaigns (festival spikes, offers) and high-volume days proactively.
Must-have Qualifications
1–4 years of experience in customer service, preferably in e-commerce, D2C, or FMCG.
Comfortable working PST shift (9:00 AM – 6:00 PM PST) regularly.
Excellent written and spoken proficiency in Telugu, Hindi, English, and Tamil.
Strong problem-solving, empathy, and communication skills.
Familiarity with CRM/helpdesk tools (Zendesk, Freshdesk, Zoho Desk, or similar).
Ability to multitask and work under pressure during peak periods.
Preferred Qualifications
Based in Bangalore and proficient in all four languages (highly preferred).
Experience supporting international customers or working with cross-border orders.
Basic knowledge of logistics and last-mile delivery processes.
Prior experience in floral, gifting, or perishable product categories.
What We Offer
Competitive salary and shift allowance.
Health insurance and paid time off.
Work-from-home flexibility subject to shift coverage and periodic office days.
Learning and development opportunities.
Friendly, collaborative team and a mission-driven culture.
Pay: ₹20,000.00 - ₹30,000.00 per month
Work Location: Remote
