Customer Support Representative

About the Role

Freshly is seeking a Customer Support Representative passionate about customer experience, ownership of concerns, and providing great support. The role involves interacting with customers, solving problems, and building trust and loyalty.

Key Responsibilities

• Handle customer queries across support channels and ensure timely, effective resolutions.
• Resolve order-related issues, delivery concerns, product quality complaints, and other customer grievances.
• Take ownership of customer issues and follow through until closure.
• Maintain clear, empathetic, and professional communication with customers.
• Identify recurring customer pain points and share insights to help improve our products and processes.
• Contribute to improving customer satisfaction, retention, and the overall Freshly experience.

Requirements & Tech Stack

• Prior experience in a customer-facing or customer support role is mandatory.
• Strong verbal and written communication skills.
• A customer-first mindset with a genuine commitment to customer satisfaction.
• Strong problem-solving skills, attention to detail, and a sense of ownership.
• Ability to handle challenging situations calmly and professionally.
• Comfortable working in a hybrid setup.

Preferred Qualifications

• Experience working in an in-house customer support team, rather than an outsourced BPO environment.
• Experience in quick commerce, e-commerce, food delivery, or other consumer-facing businesses.