Executive - Customer Support

Role Purpose

The purpose of this role is to provide timely, empathetic, and effective support to customers across multiple communication channels, ensuring a seamless customer experience and high levels of satisfaction.

Key Responsibilities

Customer Support

1. Respond to customer inquiries via phone, email, chat, and social media in a prompt and professional manner.
2. Resolve customer concerns with empathy and strong problem-solving skills, escalating complex cases when required.

Service Delivery

1. Follow established processes, policies, and best practices while handling customer queries.
2. Maintain accurate documentation of customer interactions and resolutions within the system.

Quality & Efficiency

1. Deliver high-quality service in every interaction while adhering to company standards and guidelines.
2. Consistently work towards achieving defined performance metrics such as response time, first-contact resolution, and customer satisfaction scores.

Collaboration & Feedback

1. Share recurring customer feedback and common issues with the team and management to support continuous improvement.
2. Coordinate with internal teams, when necessary, to ensure customer concerns are resolved effectively.

Learning & Development

1. Continuously enhance product knowledge and communication skills through ongoing training and development programs.
2. Stay updated with company policies, new features, and processes to provide better customer support.

Functional Competencies

1. Strong interpersonal and communication skills (both verbal and written).
2. Patience and empathy while handling customer concerns.
3. Ability to problem-solve and remain calm under pressure.
4. Basic technical aptitude to work with CRM and helpdesk tools.

Eligibility Criteria

1. Bachelor’s degree (preferred) or equivalent work experience.
2. 0–2 years of experience in customer service or any client-facing role.
3. Familiarity with customer support tools/software will be an added advantage.
4. Prior experience with retail D2C brands is a plus.