Department: Customer Support / Customer Experience

Employment Type: Full time

Location: Fort, Mumbai

Job Summary:

We are looking for a Customer Service Executive who will be responsible for handling customer interactions across calls, chat, and email. The role involves resolving customer queries, providing accurate information, managing complaints, and ensuring a positive customer experience in line with company standards.

Key Responsibilities:

Voice Support (Calls):
Handle inbound and outbound customer calls professionally and courteously
Resolve customer queries, complaints, and requests efficiently
Provide product/service information and guidance to customers
Escalate unresolved issues to the concerned team as per process
Maintain call quality standards and documentation

Non-Voice Support (Chat & Email):
Respond to customer queries via live chat and email within defined TAT
Provide clear, accurate, and well-structured responses
Follow standard templates and brand communication guidelines
Track and update customer interactions in CRM/ticketing tools

Customer Experience & Coordination:
Ensure first-time resolution wherever possible
Ensure all KRAs like FRT, CSAT, NPS, AHT are mitigating on daily basis




Maintain detailed records of customer interactions and feedback
Coordinate with internal teams for issue resolution
Identify recurring issues and share insights with supervisors
Adhere to company policies, data privacy, and quality standards

Required Skills & Qualifications:
Graduate in any discipline (preferred)
03 years of experience in customer service
Excellent verbal and written communication skills
Basic computer knowledge and CRM handling experience
Strong problem-solving and interpersonal skills
Disciplined and committed to work

Preferred Skills:
Experience of 6 months to 1 year at least in e-commerce or BPO environment
Familiarity with ticketing tools (Zendesk, Freshdesk, Salesforce, etc.)
Willingness to work in shifts (rotational Saturday or Sunday)

Interview Structure:

1st Round- Telephonic round

2nd Round- Written communication test

3rd Round- Final F2F discussion with reporting manager & CEO (If needed)

What We Offer:
Competitive salary
Growth and learning prospects
Supportive work workplace
Only general shift (10 am to 6 pm)

📌 Customer Service Executive Mumbai
🏢 Doc Brown Industries
📍 Mumbai