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 logistics.
Pay: ₹20,000.00 - ₹30,000.00 per month
Work Location: In person
