We are looking for customer-centric Customer Service Executives to support our Direct-to-Consumer (D2C) eyewear brand. This role is primarily focused on live chat support (80%), with limited voice interactions (20%), ensuring customers receive accurate, friendly, and efficient assistance throughout their purchase and post-purchase journey.

Key Responsibilities
- Handle customer inquiries via live chat platforms related to eyewear products, lens options, prescriptions, order status, delivery, returns, and refunds.:
- Provide voice support to resolve complex queries, escalations, or follow-ups when required.:
- Assist customers in selecting frames, lenses, coatings, and understanding prescription details.:
- Resolve complaints efficiently while maintaining brand tone and service quality.:
- Update and maintain accurate records of customer interactions in CRM/ticketing systems.:
- Coordinate with internal teams (optical lab, logistics, warehouse, and tech) to resolve issues.:
- Follow company SOPs, quality standards, and compliance guidelines.:
- Achieve defined KPIs such as CSAT,



response time, resolution rate, and quality scores.:
- Identify opportunities to upsell or cross-sell eyewear products and accessories during interactions.:
- Stay updated on product launches, promotions, and eyewear trends.

Required Skills & Qualifications
- Excellent written communication skills (essential for live chat).:
- Positive verbal communication skills for customer calls.:
- Strong customer handling and problem-solving abilities.:
- Basic understanding of e-commerce or D2C operations.:
- Ability to manage multiple chat conversations simultaneously.:
- Comfortable working with CRM systems and chat tools.

Preferred Qualifications
- Experience in eyewear, optical, fashion, or e-commerce customer support.:
- Knowledge of prescriptions, lenses, coatings, and eyewear fitting (training can be provided).:
- Prior experience handling high-volume chat support.

What We Offer
- Competitive sal

📌 Customer Service Executive (Moti Nagar)
🏢 Voyageeyewear
📍 Moti Nagar