Customer Support Executive

Company: VibeCrafts
Experience: 1–2 Years
Salary: ₹18,000 – ₹25,000 In-Hand per Month
Job Type: Full-time
Industry: E-Commerce / Home Décor & Lifestyle

About VibeCrafts

VibeCrafts is an e-commerce brand offering home décor, furniture, mirrors, paintings, lighting, and lifestyle products. We are looking for a customer-focused and responsible Customer Support Executive to join our team and provide excellent support to our customers throughout their shopping journey.

Job Summary

The Customer Support Executive will be responsible for handling customer queries through calls, WhatsApp, email, and other communication channels. The candidate will assist customers with product information, orders, payments, delivery, returns, replacements, and complaints while ensuring a smooth and positive customer experience.

Roles & Responsibilities

- Handle customer queries through phone calls, WhatsApp, email, and other support channels.
- Respond to customer questions regarding products, pricing, availability, orders, payments, and delivery.
- Handle order-related queries, including order confirmation, processing, dispatch, tracking, and delivery status.
- Coordinate with the e-commerce, warehouse, dispatch, logistics, and sales teams to resolve customer issues.
- Handle customer complaints and provide appropriate solutions within company policies.
- Manage returns, replacements, cancellations, refunds, and damaged-product complaints.
- Follow up with courier/logistics partners regarding delayed, missing, or damaged shipments.
- Maintain accurate records of customer interactions, complaints, and resolutions.
- Ensure timely follow-up on pending customer queries and unresolved cases.
- Assist customers with product selection by providing accurate product information.
- Maintain professional and polite communication with customers at all times.
- Escalate complex issues to the appropriate team or senior management when required.




- Follow company SOPs and maintain required customer service quality standards.
- Collect customer feedback and identify recurring customer issues.
- Support the team in improving overall customer satisfaction and service quality.

Required Experience & Qualifications

- Minimum 1 year and maximum 2 years of relevant Customer Support / Customer Service experience.
- Experience in E-Commerce, D2C, Retail, Home Décor, Furniture, Lifestyle, or a similar industry will be preferred.
- Excellent verbal and written communication skills.
- Comfortable handling customer calls throughout the working day.
- Good understanding of order processing, delivery, returns, replacements, and customer complaints.
- Basic knowledge of MS Excel / Google Sheets.
- Comfortable working with CRM, order-management systems, WhatsApp, email, and other customer-support tools.
- Positive problem-solving and decision-making skills.
- Patient, polite, and customer-focused approach.
- Ability to multitask and manage multiple customer queries simultaneously.
- Strong follow-up and coordination skills.

Preferred Skills

- Previous experience in an e-commerce customer support role.
- Experience handling customer queries related to home décor, furniture, paintings, mirrors, or lifestyle products.
- Experience with Shopify or other e-commerce/order-management platforms.
- Knowledge of courier/logistics coordination.
- Experience handling WhatsApp customer support.
- Good English and Hindi communication skills.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT)
- Call handling and response quality
- Resolution time
- First Response Time
- Query/complaint resolution rate
- Follow-up and closure of pending cases
- Order-related query resolution
- Customer retention and service quality

Salary

₹18,000 – ₹25,000 per month – IN-HAND

Salary will depend on the candidate's relevant experience, communication skills, customer-handling ability, and interview performance.

Experience requirement: 1–2 years mandatory.

Pay: Up to ₹25,000.00 per month

Benefits:

- Provident Fund

Work Location: In person

📌 Customer Support Representative (India)
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📍 India