Kikvi Smart Appliance is looking for a proactive and customer-focused Customer Support & Social Media Executive to manage customer queries, complaints, product-related questions, and social media interactions across Kikvi's online channels.

The person will be the first point of contact for customers and will be responsible for providing quick, professional, and helpful responses while ensuring a positive customer experience.

Role & responsibilities

1. Customer Support

- Handle customer queries through:
- Phone calls
- WhatsApp
- Email
- Website/chat
- Amazon
- Flipkart
- Other e-commerce platforms
- Understand customer issues and provide appropriate first-level resolution.
- Assist customers with:
- Product information
- Order status
- Delivery-related queries
- Installation/use-related questions
- Warranty information
- Returns and replacements
- Refund-related queries
- Product complaints
- Coordinate with courier/logistics teams for delivery and pickup issues.
- Escalate technical, warranty, refund, or complex complaints to the appropriate internal team.
- Maintain proper records of customer complaints and resolutions.
- Follow up with customers until the issue is closed.

2. Social Media Support

- Monitor customer comments, messages, mentions, and reviews on:
- Instagram
- Facebook
- YouTube
- WhatsApp
- Other relevant social media platforms
- Respond to customer questions and complaints professionally and promptly.
- Handle negative comments/reviews calmly and move sensitive issues to private communication where appropriate.




- Identify potential customer leads coming through social media.
- Share product information, offers, warranty details, and purchase information when required.
- Escalate serious complaints or brand-related issues to the management team.

3. E-commerce Support

- Monitor customer questions and reviews on Amazon and Flipkart.
- Respond to product questions where applicable.
- Track customer complaints related to orders, delivery, returns, and replacements.
- Coordinate with the operations/warehouse team for order-related issues.
- Identify repeated customer complaints and report them to management.
- Maintain a daily record of important customer issues and resolutions.

4. Customer Experience & Reporting

- Maintain a professional and friendly communication style.
- Ensure customer queries are acknowledged and responded to within defined timelines.
- Maintain daily/weekly reports covering:
- Number of queries received
- Queries resolved
- Pending complaints
- Escalated cases
- Returns/replacements
- Common customer issues
- Social media queries
- Highlight recurring product or service issues to the management team.




- Suggest improvements based on customer feedback.

Required Skills

- Good verbal and written communication skills.
- Basic knowledge of English, Hindi, Marathi.
- Comfortable communicating through WhatsApp, email, phone, and social media.
- Basic computer knowledge.
- Ability to use Excel/Google Sheets.
- Good customer-handling and problem-solving skills.
- Ability to remain calm while handling angry or dissatisfied customers.
- Valuable follow-up and coordination skills.
- Basic understanding of Amazon/Flipkart customer support processes is preferred.
- Social media knowledge is preferred.

Preferred Candidate

- 02 years of experience in customer support, e-commerce support, telecalling, or social media handling.
- Freshers with good communication skills can also be considered.
- Experience with Amazon Seller Central, Flipkart Seller Hub, WhatsApp Business, or CRM tools will be an advantage.
- Experience with consumer electronics/home appliances/e-commerce brands will be an added advantage.

Key Performance Indicators (KPIs)

- Customer response time
- Resolution/closure time
- Number of pending complaints
- Customer satisfaction
- Follow-up effectiveness
- Return/replacement handling
- Quality of responses
- Social media response time
- Customer review/feedback management
- Accuracy of customer and complaint records

Preferred candidate profile

Fresher and Experienced

Any Graduate

Perks and benefits

Performance Bonus

Mobile Allowance

Travel Allowance

📌 Customer Support Specialist (Pune)
🏢 Kikvi Smart Appliances
📍 Pune