CUSTOMER SUPPORT EXECUTIVE

Designation: Executive / Sr. Executive

Experience Required: 4-5 years

Job Overview

We are looking for a customer-focused customer support executive to handle customer queries, complaints, and service requests across email, inbound/outbound calls, live chat, and WhatsApp. The role is responsible for delivering accurate, empathetic, and timely support while maintaining quality, SLA, and customer-satisfaction standards.

The Executive will act as the first point of contact for customers and coordinate with internal teams to ensure complete resolution of order, delivery, product, payment, return, and refund-related issues. Customer support executives are expected to resolve queries across multiple channels, maintain accurate interaction records, escalate complex cases, and follow up until closure.

Key Responsibilities

1. Handle customer queries through email, phone calls, live chat, and WhatsApp within defined response and resolution SLAs.

2. Assist customers with pre-purchase and post-purchase queries, including product information, availability, pricing, offers, order status, shipping, delivery, cancellation, return, exchange, refund, and warranty-related concerns.

3. Resolve customer complaints professionally, using active listening, empathy, and problem-solving skills.

4. Verify customer details, validate order information, and process service requests as per approved SOPs.

5. Maintain accurate records of every customer interaction, ticket category, resolution status, and follow-up action in the CRM/helpdesk system.

6. Coordinate with operations, warehouse, logistics, marketplace, finance, and product teams for timely issue resolution.

7.



Follow up with customers on open cases and ensure closure within the committed timeline.

8. Escalate complex, high-value, repeated, or unresolved cases to the Team Lead/Manager with complete case notes.

9. Handle escalations, dissatisfied customers, and sensitive cases calmly while protecting the brand’s reputation.

10. Identify recurring customer issues, process gaps, and product-related feedback; share insights with the reporting manager.

11. Support quality checks, audits, training sessions, and process-improvement initiatives.

12. Meet individual and team KPIs related to response time, resolution time, CSAT, quality score, productivity, and first-contact resolution.

13. Adhere to company policies, communication guidelines, data-privacy requirements, and customer-information confidentiality standards.

Key Performance Indicators

1. First response time and average response time

2. Average resolution time / ticket closure time

3. First contact resolution rate

4. Customer satisfaction score (CSAT)

5. Quality audit score

6. Ticket productivity and channel adherence

7. Escalation rate and repeat-contact rate

8. Refund/return processing accuracy

9. SLA compliance

Required Skills & Competencies

1.



Excellent verbal and written communication skills in English; knowledge of Hindi and/or regional languages is preferred.

2. Strong email-writing skills with correct grammar, professional tone, clarity, and structure.

3. Good typing speed and ability to manage multiple chats simultaneously.

4. Strong listening, empathy, patience, and customer-handling skills.

5. Ability to handle high query volumes during peak periods without compromising service quality.

6. Valuable problem-solving, decision-making, and escalation-management skills.

7. Attention to detail and ability to maintain accurate records.

8. Basic knowledge of e-commerce order lifecycle: order placement, payment, dispatch, delivery, return, refund, and cancellation.

9. Comfortable working with CRM/helpdesk tools such as Zendesk, Freshdesk, Zoho Desk, Gorgias, Intercom, or similar platforms.

10. Proficiency in MS Excel/Google Sheets for basic reporting and data entry.

11. Ability to work in a fast-paced, target-driven environment.

Preferred Background

1. Prior experience in e-commerce, D2C, marketplace, logistics, telecom, banking, travel, or consumer-durables customer support.

2. Exposure to Shopify, WooCommerce, Amazon, Flipkart, or other marketplace support processes.

3. Familiarity with automotive, tyres, helmet, mobility, or consumer-product categories is an advantage.

4. Experience handling COD orders, RTOs, returns, refunds, warranty claims, and delivery escalations.

Qualification

1. Graduate in any discipline; relevant customer-support experience will be given preference.

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

- Provident Fund

Work Location: In person

📌 Customer Service Executive (CSE) (Mumbai)
🏢 ReiseMoto
📍 Mumbai