Customer Support Executive

About the Role

We’re looking for a passionate and proactive Customer Support Agent to help us deliver exceptional customer experiences.

Key Responsibilities

• Respond promptly and accurately to customer queries via chats, and reach out to customers proactively wherever required.
• Gather valuable customer feedback and insights and share notes with Product, Sales, and Marketing teams.
• Update internal databases with information related to technical issues and discussions with customers.
• Monitor customer complaints on social media platforms and promptly reach out to provide resolutions.
• Coordinate with Delivery Partners to ensure timely dispatch and delivery of products, addressing logistical challenges.
• Connect with the reporting manager or highlight cases for faster resolution or escalated issues.
• Adhere to all set SOPs and execute assigned tasks diligently.
• Work with a 6-day working schedule, with week-offs on a roster basis.

Qualifications & Skills

• 6 months to 3 years of experience in a Customer Service or Chat Support role.
• Excellent written communication skills in English (grammar, clarity, and tone are essential).
• Good typing speed with high accuracy (minimum 30–40 WPM preferred).
• Strong interpersonal skills with the ability to handle multiple chats simultaneously.
• Proficiency in chat support tools such as Freshchat / Freshdesk, Google Sheets, and internal CRM tools.
• Ability to understand customer concerns quickly and respond with clear, solution-oriented messages.
• Ability to turn customer dissatisfaction into a positive experience through effective written communication.