Reporting to
- Fulfillment manager; closely with production, fulfillment and finance Employment
- Full-time Location
- CC Manufacturing Unit, Bangalore (Onsite) Experience
- Typically 3–4 years in in customer service with atleast 1 year as a senior specialist in D2C, retail industry. Working Days
- Monday to Saturday CTC
- Upto 6LPA + Benefits Role purpose
- To make sure every customer gets a delighted service with quick, fair and complete resolution, and to raise the skill and consistency of the wider service team. The role exists so that customer feels that their pets are in the right hands. Frontline service
• Answer customer enquiries across phone, email, chat and social channels, keeping to service-level targets.
• Model high-quality responses that set the standard for the rest of the team. Complex cases and escalations
• Take ownership of escalated, technical or high-value customer cases and see them through to resolution.
• Handle sensitive situations, such as formal complaints, at-risk accounts and vulnerable customers, with care and sound judgement.
• Investigate root causes across billing, orders and accounts, working with other teams to fix them.
• Approve refunds, credits and goodwill gestures within your delegated authority. Mentoring and knowledge sharing
• Coach and buddy new hires during onboarding, and act as a floor support for live questions.
• Review colleagues’ tickets or calls when asked, and give constructive feedback.
• Cover parts of the Team Lead’s duties, such as queue monitoring,



when they are away. Process and content improvement
• Write and update knowledge-base articles, macros and response templates.
• Spot recurring issues and customer pain points, and report them with clear examples.
• Test new tools, features and processes before they roll out to the team. Qualification
• High school diploma or equivalent.
• Excellent written and spoken communication in English with a clear, empathetic tone under pressure.
• Expertise in data tools (e.g. spreadsheets, helpdesk reports) to analyze, spot trends and reports.
• Proven experience resolving complex or escalated cases independently.
• Strong problem-solving skills and attention to detail when investigating account or order issues.
• Hands-on experience with a helpdesk or CRM platform
• Willingness to share knowledge and support less experienced colleagues.
• Experience training, mentoring or onboarding new team members.
• Experience writing knowledge-base or help-centre content.
• Interest in growing into a Team Lead or specialist (quality, training, escalations) role.

What we offer
•

Salary:
Upto 6LPA.
• Paid holiday plus public holidays (as per policy).
• Health insurance
• A clear path to Team Lead or specialist roles, with funded training.

How to apply
Send your CV to careers@caninecraving with a short note on your skills and example of a difficult customer case you resolved to Applications close on 15/12/2026.

📌 Sr. Customer Service Specialist (Bengaluru)
🏢 Canine Craving
📍 Bengaluru