Company:

the EleFant
Location:

Ahmedabad – Work from Office
Function:

Customer Experience
Experience:

1–3 years preferred

About the EleFant

the 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 tickets
Support customers on memberships, orders, deliveries, pickups, exchanges, toy availability and app-related queries
Handle delivery delays and coordinate with Operations/Logistics for quick resolution
Manage complaints calmly and professionally, including escalated or unhappy customers
Follow up proactively instead of waiting for customers to call again
Ensure every query/ticket has a clear

owner,



next action and closure
Coordinate with Operations, Tech, Sales and other teams to resolve customer issues
Maintain accurate customer interactions and ticket statuses in the CRM/Freshdesk
Identify repeat complaints and highlight root causes to the Customer Service Manager
Support customers through renewals, refunds and other membership-related requests
Meet defined

response-time, resolution-time and customer satisfaction SLAs

What are we looking for?

1–3 years of experience in Customer Service / Customer Support / Call Centre / D2C / E-commerce preferred
Excellent

Hindi and English communication
Comfortable speaking with customers over calls
Positive written communication for WhatsApp/chat
Strong problem-solving and follow-up skills
Comfortable working with CRM/ticketing systems and basic Excel/Google Sheets
Ability to stay calm when dealing with an unhappy customer
High ownership —

“I have

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