1. Customer Support Operations • Handle inbound and outbound customer queries across calls, emails, WhatsApp, and CRM channels • Ensure timely ticket updates, follow-ups, and resolution as per defined SLAs • Maintain positive customer interactions and support experience standards 2. Ticket Resolution & Escalation Handling • Manage customer complaints, escalations, refunds, and service-related concerns • Coordinate with internal teams for faster issue resolution and case closures • Escalate critical or unresolved cases to reporting managers proactively 3. Customer Communication & Follow-ups • Provide regular updates to customers regarding orders, deliveries, replacements, and service requests • Ensure proactive communication during delays or operational issues • Build customer confidence through transparent and professional communication 4. Cross-functional Coordination • Coordinate with SCM, Warehouse, Production, QC, Sales,



and Finance teams for issue resolution • Ensure proper communication flow between customer support and backend teams • Follow up on pending operational dependencies impacting customer experience 5. CRM Management & Service Documentation • Maintain accurate ticket records, customer interactions, and service updates in CRM systems • Ensure proper case documentation and resolution tracking • Support maintenance of customer support dashboards and reports 6. Service Quality & Process Compliance • Follow SOPs, customer handling standards, and escalation processes consistently • Maintain call quality, email quality, and customer response standards • Support service improvement initiatives through feedback sharing and observations 7. Customer Experience & Retention Support • Support reduction in refunds, cancellations, and repeat complaints through proactive servicing • Ensure positive post-purchase customer experience and relationship management

📌 Customer Support Executive (Bengaluru)
🏢 Wooden Street
📍 Bengaluru