As a Customer Support Executive, you will be the first point of contact for customers placing, tracking or modifying orders. You will handle queries across chat, WhatsApp, phone and email, coordinate with vendors and delivery partners, and make sure every celebration happens on time without a hitch. This is a fast-paced role where quick thinking, clear communication and a calm attitude matter more than anything else.

Key Responsibilities

- Respond to customer queries on WhatsApp, live chat, phone and email within defined response times
- Assist customers with order placement, customisation requests, address changes and payment issues
- Track live orders and proactively update customers on delivery status
- Coordinate with vendors, decorators and delivery partners to resolve delays or last-minute changes
- Handle complaints, refunds and replacements as per company policy, escalating where required
- Maintain accurate records of customer interactions in the CRM or order management system
- Collect customer feedback and reviews after order completion
- Flag recurring issues to the operations and product teams to help improve service
- Support peak-season demand (Valentine's, Raksha Bandhan, Diwali, New Year) with extended coverage when needed

Requirements

- Graduate in any discipline
- Excellent spoken and written English and Hindi; Bengali is a plus




- 1-3 years of experience in customer support, e-commerce, hospitality or BPO preferred
- Comfortable handling multiple chats and calls at the same time
- Basic working knowledge of Google Sheets, WhatsApp Business and CRM tools
- Patient, empathetic and able to stay composed with upset customers
- Willing to work in rotational shifts, including weekends and festival days

Valuable to Have

- Prior experience in gifting, food delivery, events or D2C e-commerce
- Familiarity with order management panels or ticketing tools like Freshdesk or Zoho
- Understanding of UAE customer base or timings (for supporting giftlaya.ae)

What We Offer

- Fixed salary with monthly performance incentives
- Fast-growth environment with clear paths into team lead, operations or vendor management roles
- Training on tools, processes and product knowledge
- Young, collaborative team based out of Salt Lake, Kolkata
- Weekly offs on a rotational basis

Pay: ₹18,000.00 - ₹28,000.00 per month

Benefits:

- Commuter assistance
- Paid sick time

Application Question(s):

- Can you work Monday to Saturday ? 10 to 7:30 Pm ?

Education:

- Higher Secondary(12th Pass) (Preferred)

Experience:

- Customer support: 1 year (Required)

Language:

- English (Required)

Work Location: In person

📌 Customer Support Specialist (India)
🏢 Giftlaya
📍 India