Company: NoctiX

Location: Greater Noida, Uttar Pradesh

Job Type: Full-Time

Working Days: Monday to Saturday

About NoctiXNoctiX is an Indian light-wellness and biohacking brand focused on innovative products designed to support everyday wellness, including FL-41 and blue-light glasses, infrared LED face masks, and hair-growth solutions. We are looking for a proactive and customer-focused Senior Customer Support Executive to deliver exceptional customer experiences and strengthen long-term customer relationships.

Job SummaryThe Senior Customer Support Executive will manage customer interactions across chat, email, and phone while handling complex queries, order-related concerns, returns, exchanges, refunds, and product-related questions. The ideal candidate should have strong communication skills, problem-solving abilities, and experience managing customer support operations in an e-commerce environment.

Key Responsibilities

- Handle customer queries through live chat, email, WhatsApp, and phone calls professionally and promptly.
- Manage order tracking, shipping delays, cancellations, returns, exchanges, refunds, and replacement requests.
- Provide accurate product information, usage guidance, and troubleshooting assistance.
- Handle escalations and resolve complex customer complaints with empathy and ownership.
- Coordinate with warehouse, logistics partners, and internal teams to resolve delivery and fulfillment issues.
- Maintain accurate customer records, follow up on pending cases, and ensure timely resolution.
- Monitor customer feedback, identify recurring issues, and recommend process improvements.
- Support customer retention, satisfaction,



and repeat purchases through proactive communication.
- Maintain and improve customer support SOPs, response templates, and service quality standards.
- Assist in monitoring team performance and mentoring junior support executives when required.

Required Skills and Qualifications
- 2–4 years of experience in customer support, preferably in e-commerce, D2C, or retail.
- Excellent written and verbal communication skills in English and Hindi.
- Hands-on experience with customer support tools, CRM platforms, Shopify, or order management systems.
- Strong problem-solving, multitasking, and escalation-handling skills.
- Ability to manage multiple customer conversations while maintaining accuracy and professionalism.
- Customer-first mindset with a focus on resolution quality and customer satisfaction.
- Comfortable working in a fast-paced, growing business environment.

Preferred Qualifications
- Previous experience with D2C brands, online marketplaces, or consumer electronics and wellness products.
- Familiarity with logistics portals, courier escalations, refund workflows, and e-commerce operations.
- Experience tracking support metrics such as response time, resolution time, CSAT, and ticket backlog.

What We Offer
- Chance to grow with a rapidly developing Indian wellness brand.
- Ownership of customer experience and support process improvements.
- Collaborative work workplace with exposure to e-commerce and D2C operations.
- Career growth opportunities based on performance and contribution.

How to Apply: Candidates with strong customer-handling skills, a proactive attitude, and relevant e-commerce support experience are encouraged to apply.

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