Company: the EleFantLocation: Ahmedabad – Work from OfficeFunction: Customer ExperienceExperience: 1–3 years preferredAbout the EleFantthe EleFant is an app-based toy & book membership platform for children. Parents get access to a wide range of curated toys and books, delivered to their doorstep, and can exchange them as their child grows or gets bored.As we scale, customer experience is one of the most critical parts of our business. We are looking for Customer Service Executives who can communicate with empathy, solve problems quickly and take complete ownership until closure.What will you do?Handle customer queries across calls, WhatsApp, chat and support ticketsSupport customers on memberships, orders, deliveries, pickups, exchanges, toy availability and app-related queriesHandle delivery delays and coordinate with Operations/Logistics for quick resolutionManage complaints calmly and professionally, including escalated or unhappy customersFollow up proactively instead of waiting for customers to call againEnsure every query/ticket has a clear owner, next action and closureCoordinate with Operations, Tech, Sales and other teams to resolve customer issuesMaintain accurate customer interactions and ticket statuses in the CRM/FreshdeskIdentify repeat complaints and highlight root causes to the Customer Service ManagerSupport customers through renewals,



refunds and other membership-related requestsMeet defined response-time, resolution-time and customer satisfaction SLAsWhat are we looking for?1–3 years of experience in Customer Service / Customer Support / Call Centre / D2C / E-commerce preferredExcellent Hindi and English communicationComfortable speaking with customers over callsGood written communication for WhatsApp/chatStrong problem-solving and follow-up skillsComfortable working with CRM/ticketing systems and basic Excel/Google SheetsAbility to stay calm when dealing with an unhappy customerHigh ownership — “I have forwarded it” is not considered resolutionComfortable working in a fast-moving startup environmentHow will success be measured?First Response TimeResolution SLAMaximum cases resolved within committed timelinesPending TicketsCustomer Follow-upsIdentify and escalate critical cases proactivelyMaintain solid CSAT/customer feedbackTicket HygieneAt the EleFant, Customer Service isn't about saying:“I have forwarded your concern to the concerned team.”It is about saying:“I own your concern. Let me get this resolved for you.”If you enjoy speaking with customers, solving problems and turning a difficult customer interaction into a positive experience, we would love to speak with you.

📌 Customer Support Specialist (Ahmedabad)
🏢 the EleFant
📍 Ahmedabad