THE SLEEP COMPANY
Job Description: 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

Positive 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