Job Title: Customer Support Executive

Location: Khar West, Mumbai

Employment Type: Full-Time

Role Overview

We are looking for a customer-first Customer Experience Executive who can deliver seamless, thoughtful, and high-quality support across all touchpoints. You will be responsible for managing customer interactions, resolving issues efficiently, and ensuring every interaction reflects premium brand experience.

Key Responsibilities:
Customer Support & Communication
- Assist customers with product information, order status, deliveries, returns, exchanges, and refunds:
- Deliver explicit, accurate, and timely responses aligned with brand voice

Multi-Channel & Platform Management
- Maintain updated customer records and communication logs

Issue Resolution & Escalation
- Resolve customer concerns with empathy, ownership, and efficiency:
- Coordinate with internal teams (operations, logistics, etc.) for issue resolution
- Ensure timely follow-ups until closure and customer satisfaction

Customer Insights & Feedback
- Capture recurring queries, concerns, and feedback




- Share reports and insights to improve FAQs, processes, and overall customer experience:
- Contribute to enhancing communication templates and service quality

Documentation & Reporting
- Maintain accurate records in CRM/tools/spreadsheets:
- Track key metrics such as query volumes, response time, and resolution quality:
- Prepare periodic reports and highlight trends or gaps

Skills & Qualifications
- 1-3 years of experience in customer support / customer experience / call centre roles (D2C preferred)
- Strong command of spoken and written English:
- Excellent communication, empathy, and problem-solving skills:
- Ability to multitask, prioritize, and work independently in a fast-paced environment
- Basic understanding of e-commerce workflows (orders, returns, exchanges)
- Familiarity with CRM/helpdesk tools and WhatsApp Business is a plus

What We’re Looking For
- A customer-obsessed, solution-oriented

📌 Customer Support Executive (Mumbai)
🏢 Homma Living
📍 Mumbai