Roles & Responsibilities

- Handle inbound and outbound customer calls, emails, and chat queries related to orders, deliveries, returns, exchanges, refunds, warranties, and product sizing.
- Resolve customer complaints and provide accurate information in accordance with company policies and SOPs.
- Conduct size confirmation calls before dispatch and record accurate sizing details to help minimize size-related returns and exchanges.
- Create, update, and close customer support tickets within defined timelines and SLA requirements.
- Follow up with internal teams, including Logistics, Warehouse, Retail, and Accounts, to resolve pending customer issues.
- Coordinate return, exchange, refund, and warranty requests as per established procedures.
- Escalate complex or unresolved cases to the CRM Team Lead within the required timelines.
- Maintain accurate records of customer interactions, complaints, and resolutions in CRM tools.
- Meet individual performance targets for customer satisfaction (CSAT), first response time (FRT),



resolution time, quality, and productivity.
- Follow up on pending cases and ensure customers receive timely updates until resolution.
- Follow assigned shift schedules, maintain attendance and availability, and ensure customer queries and pending tickets are handled within defined timelines.
- Adhere to CRM SOPs, ticket management guidelines, and customer communication standards.

Pay: ₹122,000.00 - ₹350,000.00 per year

Application Question(s)

- What is your current CTC in LPA?
- What is your expected CTC in LPA? (3.5)
- What is your notice period in days? (30)
- Are you available for a face-to-face interview?
- What is your reason for change?
- Are you comfortable with 6 days work from office?

Experience
- overall: 1 year (Required)
- CRM / Customer Support Executive: 1 year (Required)

Work Location: In person

📌 Customer Support Executive – eCommerce (CRM) (Pune)
🏢 OptimHire
📍 Pune