THE SLEEP COMPANY

: CRM Customer Support Executive

About The Sleep Company The Sleep Company makes products that combine technology and comfort to help people sleep better. We believe in creating a positive customer experience by providing quality products and reliable customer support.

Role at a Glance

Detail Information

Role: CRM Customer Support Executive

Work Location: Techweb Centre, Behram Baug, Beside Oshiwara Metro Station, Jogeshwari West

Experience: 2 to 4 years experience in Customer Support / Customer Service / Escalation Handling

Language: Fluency in English and Hindi (non-negotiable)

Preferred Background: Retail, D2C brands, Consumer Brands, Customer Service or BPO.

Roles and Responsibilities

- Handle escalated customer queries and complaints through phone calls and emails.
- Understand customer problems in detail and identify the reason behind the issue.
- Coordinate with internal teams to ensure timely resolution of customer complaints.
- Follow up on pending issues and ensure customers receive timely updates.
- Maintain customer complaint records,



call details and resolution updates in CRM tools.
- Ensure customer queries and complaints are addressed within the expected timelines.
- Identify repeated customer issues and share feedback to help improve customer service and processes.
- Maintain a skilled, patient and customer-first approach while handling difficult situations.

Requirements

Must Have (Essential Skills)

- Excellent verbal and written communication skills.
- Experience in handling customer queries, complaints and escalations.
- 2 to 4 years experience in Customer Support / Customer Service / Escalation Handling

Good to Have (Preferred Skills)

- Experience with CRM or ticketing tools such as Zendesk, Freshdesk, Salesforce or similar software.
- Previous experience in e-commerce, retail, D2C or consumer brands.
- Experience in handling customer escalations and complaint resolution.
- Knowledge of customer support processes and response time targets.

📌 CRM Customer Support Executive (Mumbai)
🏢 The Sleep
📍 Mumbai