Apply on Kit Job: kitjob.in/job/45x6wb

- *Customer Support Specialist – General Support (Retention, Warranty, Online Sales, Chargebacks)**
- *About Zimplistic / Rotimatic:**

nZimplistic is the creator of **Rotimatic**, the world’s first fully automatic flatbread-making robot. With a mission to revolutionize kitchens globally, Rotimatic combines cutting-edge engineering, AI-driven precision, and consumer convenience to deliver fresh, healthy rotis at the touch of a button. Loved by families across the US, Singapore, Middle East, and India, Rotimatic is more than an appliance — it’s a lifestyle innovation that empowers healthier eating and smarter living.n
- *Core Objective:**

nDeliver exceptional customer support across retention, warranty, online sales, and chargeback management, ensuring customer satisfaction, loyalty, and smooth resolution of issues.n
- *Key Responsibilities1.

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Customer

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Retention**

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- Engage with customers to resolve concerns and prevent churn.
- Provide proactive support and personalized solutions to enhance customer loyalty.
- Collaborate with CRM and sales teams to identify at-risk customers and implement retention strategies.
- *2. Warranty & Service Support**
- Handle warranty claims, replacements, and repairs with efficiency and empathy.
- Ensure accurate documentation and timely resolution of warranty-related cases.
- Coordinate with product and logistics teams to streamline warranty processes.
- *3.

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Online Sales

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Support**

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- Assist customers with inquiries related to online purchases, payments, and delivery.
- Provide guidance on product features, usage, and troubleshooting.
- Support upselling and cross-selling opportunities during customer interactions.
- *4.

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Chargeback

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Management**

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- Investigate and resolve chargeback cases in collaboration with finance and payment partners.




- Maintain accurate records of disputes and resolutions.
- Identify patterns and recommend preventive measures to reduce chargebacks.
- *Scope of Work**
- Daily handling of customer queries via email, chat, and phone.
- Weekly reporting on retention, warranty claims, and chargeback trends.
- Monthly insights on customer satisfaction and loyalty metrics.
- *Close coordination with:**
- Product team (technical issues, warranty validation).
- Finance team (chargebacks, refunds).
- Sales/CRM team (retention strategies, upselling opportunities).
- *Key KPIs**
- Customer Satisfaction Score (CSAT).
- First Response Time (FRT) & Resolution Time.
- Retention rate & repeat purchase rate.
- Warranty claim resolution time.
- Chargeback resolution rate & prevention effectiveness.
- *Experience & Skills**
- 2–5 years of customer support experience, preferably in **consumer tech, e-commerce, or D2C brands**.
- Strong communication skills with ability to handle sensitive customer issues.
- Experience in warranty management, online sales support, and chargeback handling.
- Familiarity with CRM tools, ticketing systems, and payment platforms.
- *Mindset & Attributes**
- Customer-first attitude with empathy and patience.
- Problem solver with attention to detail.
- Ability to work cross-functionally with product, finance, and sales teams.
- Resilient and adaptable in a quick-paced environment.

nJob Type: Full-timen

Pay: From ₹350,000.00 per year

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Benefits

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- Health insurance
- Provident Fund
- Work from home

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Ability to commute/relocate

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- Sarjapura, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)

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Language

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- English & Hindi (Required)

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Location

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- Sarjapura, Bengaluru, Karnataka (Required)

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Shift availability

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- Night Shift (Required)

nWork Location: Hybrid remote in Sarjapura, Bengaluru, Karnataka

Apply on Kit Job: kitjob.in/job/45x6wb

📌 Customer Support Specialist – General Support (Sarjapura)
🏢 Zimplistic
📍 Sarjapura