CLS (Customer Loyalty Squad) – Customer Support

Location: mCaffeine, Chandivali, Andheri, Mumbai

Work Mode: Onsite

Job Summary

We are looking for a Customer Loyalty Squad (CLS) member to be the voice of our brands for our customers. You will handle customer queries, resolve issues quickly and empathetically, and turn every interaction into a positive experience that keeps customers coming back.

Key Responsibilities

- Respond to customer queries and concerns promptly and professionally.
- Resolve issues related to orders, delivery, returns and refunds, product usage, and complaints in a timely manner.
- Understand the product range and share accurate information with customers.
- Escalate complex or recurring issues to the right internal teams and follow up until they are closed.
- Maintain a polite, empathetic, and brand-aligned tone in every interaction.
- Log all interactions accurately in the support tools/CRM.
- Meet targets on response time, resolution time, and customer satisfaction.
- Share customer feedback and common pain points with the team to help improve products and experience.




- Build customer loyalty by following up on open issues and creating positive experiences.

Skills and Qualifications

Must have

- Good verbal and written communication in English and Hindi.
- Positive listening, empathy, and patience when handling upset customers.
- Basic understanding of what customer support involves and how queries get resolved.
- Problem-solving ability and a sense of ownership.
- Comfort with computers, email, and chat tools; typing speed and accuracy.
- Ability to work in a fast-paced environment.

Good to have

- Prior experience in customer support, a call center, or a BPO.
- Familiarity with CRM or helpdesk tools.
- Interest in beauty, skincare, or D2C/e-commerce.

Education

- Graduate in any stream (or 12th pass).

Years of Experience

- 0–2 years of experience in customer support, customer service, or a similar query-handling role is preferred.
- Candidates should have a basic understanding of what customer support involves and be able to resolve customer queries.

Pay: ₹300,000.00 - ₹340,000.00 per year

Work Location: In person

📌 Customer Loyalty Squad (CLS) - Customer Support (Mumbai)
🏢 Mcaffeine
📍 Mumbai