Customer Support Executive

Company : VibeCrafts Experience : 1-2 Years Salary : ₹18,000 - ₹25,000 In-Hand per Month

Job Type : Full time Industry : E-Commerce / Home Décor & Lifestyle

About VibeCrafts

VibeCrafts is an e-commerce brand offering home décor, furniture, mirrors, paintings, lighting, and lifestyle products . We are looking for a customer-focused and responsible Customer Support Executive to join our team and provide excellent support to our customers throughout their shopping journey.

Job Summary

Roles & Responsibilities

- Respond to customer questions regarding products, pricing, availability, orders, payments, and delivery.
- Handle order-related queries , including order confirmation, processing, dispatch, tracking, and delivery status.
- Coordinate with the e-commerce, warehouse, dispatch, logistics, and sales teams to resolve customer issues.
- Handle customer complaints and provide appropriate solutions within company policies.
- Manage returns, replacements, cancellations, refunds, and damaged-product complaints .
- Follow up with courier/logistics partners regarding delayed, missing, or damaged shipments.
- Maintain accurate records of customer interactions, complaints, and resolutions.
- Ensure timely follow-up on pending customer queries and unresolved cases.
- Assist customers with product selection by providing accurate product information.
- Maintain professional and polite communication with customers at all times.
- Escalate complex issues to the appropriate team or senior management when required.
- Follow company SOPs and maintain required customer service quality standards .
- Collect customer feedback and identify recurring customer issues.




- Support the team in improving overall customer satisfaction and service quality.

Required Experience & Qualifications

- Minimum 1 year and maximum 2 years of relevant Customer Support / Customer Service experience. :

- Experience in E-Commerce, D2C, Retail, Home Décor, Furniture, Lifestyle, or a similar industry will be preferred.

- Excellent verbal and written communication skills.

- Comfortable handling customer calls throughout the working day .

- Good understanding of order processing, delivery, returns, replacements, and customer complaints.

- Basic knowledge of MS Excel / Google Sheets .

- Good problem-solving and decision-making skills.

- Patient, polite, and customer-focused approach.

- Ability to multitask and manage multiple customer queries simultaneously.

- Strong follow-up and coordination skills.

Preferred Skills

- Previous experience in an e-commerce customer support role .
- Experience handling customer queries related to home décor, furniture, paintings, mirrors, or lifestyle products .
- Experience with Shopify or other e-commerce/order-management platforms.
- Knowledge of courier/logistics coordination.
- Experience handling WhatsApp customer support.
- Good English and Hindi communication skills.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT)
- Call handling and response quality
- Resolution time
- First Response Time
- Query/complaint resolution rate
- Follow-up and closure of pending cases
- Order-related query resolution
- Customer retention and service quality

Salary

₹18,000 - ₹25,000 per month - IN-HAND

Experience requirement: 1-2 years mandatory.

Pay: Up to ₹25,000.00 per month

Benefits :

- Provident Fund

Work Location: In person

📌 Customer Support Representative (Noida)
🏢 wishbag online
📍 Noida