Role & responsibilities

- Handle customer queries across Chat, Email, and Phone Support in a professional and timely manner.
- Support customers with queries related to orders, deliveries, payments, refunds, replacements, cancellations, products, offers, and general brand information.
- Own customer issues end-to-end and ensure appropriate resolution within defined timelines.

-Coordinate with internal teams such as Operations, Logistics, Warehouse, E-Commerce, and Marketing to resolve customer concerns. - Proactively follow up on open cases instead of waiting for customers to reach out again.

- Handle escalations and difficult customer conversations with empathy, patience, and a solution oriented approach.
- Maintain accurate records of customer conversations, issues, and resolutions on the relevant support/CRM platform.
- Identify recurring customer issues and share insights with the team to help improve processes and the overall customer experience.
- Maintain high standards for response time, resolution time, customer satisfaction, and quality of communication.




- Develop a strong understanding of Sleepy Owl's products so that customers receive accurate and helpful information.

Preferred candidate profile

- Minimum 6 months of experience in a Customer Support / Customer Experience role, preferably with an Indian D2C or E-Commerce brand.
- Hands-on experience managing customer support across Chat, Email, and Calls.
- Fluent spoken and written English with strong overall communication skills.
- Ability to write clear, grammatically correct, and customer-friendly emails and chat responses.
- Comfortable speaking with customers over the phone and handling challenging conversations.
- Strong problem-solving skills with the ability to understand an issue quickly and determine the right resolution.
- High level of ownership and attention to detail.
- Ability to manage multiple customer conversations and priorities in a fast-paced setting.
- Comfortable working with customer support tools, CRM/ticketing platforms, and basic spreadsheets.
- A customer-first mindset while also understanding business policies and processes

📌 Customer Experience Associate (New Delhi)
🏢 Sleepy Owl
📍 New Delhi