ABOUT THE ROLE

As the Customer Support Executive at ibaby, you will own our customer relationships end-to-end managing inbound and outbound customer communication, resolving queries, and proactively generating sales through smart segmentation and direct outreach. You will work with our customer data on Shopify and Google Sheets to identify opportunities, build targeted lists, and convert them into repeat purchases. This is a role for someone who is equally comfortable picking up the phone and closing a sale as they are sending a well crafted follow-up email.

KEY RESPONSIBILITIES
Handle all customer queries across channels phone, WhatsApp, email, and social DMs with promptness and professionalism
Proactively reach out to customer segments via calls and messages to drive repeat purchases, upsells, and new product awareness
Maintain and organise customer data across Shopify and Google Sheets segmenting by purchase history, frequency, and preferences • Build and execute outreach lists for campaigns such as new arrivals, restocks, seasonal offers, and loyalty rewards
Track and report on outreach performance — call conversion rates, response rates, repeat purchase metrics




Coordinate with store teams and the marketing team to align customer communication with ongoing promotions
Collect customer feedback and surface insights to leadership to improve product and service offerings
Manage order-related communication — updates, delays, exchanges, and returns — with a resolution first mindset

REQUIREMENTS
1–3 years of experience in customer service, tele-sales, or a similar customer-facing role
Excellent spoken and written English — clear, warm, and qualified communication is non negotiable
Comfortable making outbound sales calls and following up persistently without being pushy
Proficiency in Google Sheets for maintaining and analysing customer data
Familiarity with Shopify or any e-commerce platform is an advantage
Strong organisational skills and ability to manage a high volume of customer interactions
Empathetic, patient, and solution-oriented — especially when dealing with recent parents

POSITIVE TO HAVE

• Prior experience in a retail, e-commerce, or baby/parenting brand

• Exposure to WhatsApp Business API or bulk messaging tools

• Basic understanding of email marketing platforms

📌 Customer Support Executive Gurugram
🏢 iBaby
📍 Gurugram