Job Objective

https://crayonlyf.com

The Customer Support Officer will be responsible for handling customer queries, resolving app-related issues, assisting customers with orders and payments, supporting vendor-related requests, and ensuring timely resolution of complaints.

The candidate will serve as a key point of contact between customers, vendors, and internal teams to maintain customer satisfaction and build trust in the brand.

Key Responsibilities

1. Customer Support & Query Resolution

- Respond to customer queries through phone calls, email, WhatsApp, chat, and other designated support channels.
- Assist parents and users with app registration, login, profile management, navigation, and general feature-related queries.
- Provide accurate information about the parenting app, its features, services, and available resources.
- Understand customer concerns and provide timely, professional, and helpful resolutions.
- Escalate technical issues, complaints, and complex cases to the appropriate internal team.
- Maintain a polite, empathetic, and customer-friendly approach in every interaction.

2. E-commerce Customer Support

- Assist customers with product enquiries, order placement, order status, delivery updates, cancellations, returns, refunds, and replacement requests.
- Coordinate with vendors, logistics partners, and internal operations teams to resolve order-related issues.
- Help customers understand product information, pricing, availability, and applicable policies.
- Track complaints and follow up until the issue is resolved.
- Support customers with payment-related queries and coordinate with the relevant team when transactions require investigation.
- Ensure customers receive clear updates regarding their requests and complaints.

3.



Vendor Support & Coordination

- Assist onboarded vendors with registration, account access, product listings, catalogue updates, and general platform-related queries.
- Guide vendors through the onboarding process and help them understand marketplace procedures.
- Coordinate with vendors to resolve product availability, order fulfilment, and customer complaint issues.
- Follow up on pending vendor requests and ensure timely communication.
- Maintain professional relationships with vendors to improve their experience on the platform.

4. Complaint Management & Customer Satisfaction

- Record, categorise, prioritise, and track customer complaints.
- Follow defined response and resolution timelines.
- Maintain a record of recurring customer issues and recommend improvements to the support process.
- Collect customer feedback and share suggestions for improving the app and shopping experience.
- Proactively follow up on unresolved cases to ensure customer satisfaction.
- Handle sensitive customer information responsibly and follow company privacy and data protection policies.

5. Reporting & Coordination

- Maintain accurate records of customer interactions, complaints, resolutions, and escalations in the designated CRM or tracking system.
- Prepare daily, weekly, and monthly customer support reports.
- Coordinate with development, sales, marketing,



operations, and vendor management teams.
- Identify recurring technical or operational problems and report them to the appropriate team.
- Assist in creating FAQs, standard responses, support guides, and knowledge-base articles.

Required Skills & Qualifications

- Graduate in any discipline; candidates with customer service, business administration, or communication backgrounds will be preferred.
- 03 years of experience in customer support, customer service, e-commerce operations, or a similar role.
- Freshers with excellent communication skills and a willingness to learn may also apply.
- Good verbal and written communication skills in English, Hindi, and Bengali.
- Strong listening, problem-solving, interpersonal, and customer-handling skills.
- Basic understanding of mobile applications, websites, e-commerce platforms, and online payments.
- Familiarity with email, WhatsApp Business, MS Excel, Google Sheets, and CRM or ticketing tools.
- Ability to manage multiple customer requests while maintaining accuracy and professionalism.
- Patient, empathetic, organised, and comfortable working in a fast-paced startup setting.

Key Performance Indicators (KPIs)

Performance will be assessed against the following metrics:

- Average first-response time.
- Average complaint resolution time.
- Customer satisfaction score (CSAT).
- First-contact resolution rate.
- Number of customer queries resolved within the defined SLA.
- Accuracy of customer records and support documentation.
- Quality of communication and customer feedback.
- Effectiveness of vendor coordination and issue resolution.
- Number of pending and overdue support tickets.

📌 Customer Support Executive (Kolkata)
🏢 Delostyle Studio
📍 Kolkata