Customer Support Associate

Job Title: Customer Support Associate

About the Role

We are looking for a polite, patient, and customer-focused Customer Support Executive to handle customer queries, complaints, and order-related issues for Nidhi’s Grandma Secret. The ideal candidate should ensure smooth communication with customers and maintain high levels of customer satisfaction.

Key Responsibilities

• Handle customer queries via phone, email, and chat in a timely and professional manner
• Assist customers with order status, product information, returns, and complaints
• Resolve customer issues efficiently while maintaining a positive brand experience
• Coordinate with internal teams (sales, logistics, and operations) for issue resolution
• Maintain accurate records of customer interactions and feedback
• Follow up with customers to ensure issues are fully resolved
• Support in improving customer satisfaction and retention
• Escalate complex issues to senior management when required

Requirements & Tech Stack

• Hindi & English preferred
• Experience with D2C Brands
• Basic computer knowledge, including Excel, email handling, and CRM tools preferred
• Prior experience in customer support will be an advantage

Qualifications

• Graduation or equivalent preferred (not mandatory for experienced candidates)
• Strong interpersonal and problem-solving skills
• Ability to handle customers calmly and professionally