Customer Support Executive

About Shyaway

Shyaway is an innovative lingerie brand focused on empowering customers through comfortable and luxurious intimate wear. The brand makes lingerie shopping simple, enjoyable, and accessible via its online platform, www.shyaway.com, offering a broad range of products. Team members join a growing e-commerce brand that values customer experience and product innovation.

About the Role

The Customer Support Executive/ Sr. Executive is responsible for delivering exceptional support and service to customers. This role involves handling customer queries, escalations, resolving issues, and ensuring a seamless customer experience to enhance retention and satisfaction. You will be the first point of contact for customers, playing a key role in maintaining customer loyalty and upholding the company’s reputation.

Key Responsibilities

• Handle customer queries via inbound calls professionally and efficiently.
• Make outbound calls for follow-ups, promotions, feedback, and lead conversion.
• Explain products/services clearly and resolve customer concerns.
• Maintain call quality and accurate call records.
• Convert inquiries into successful sales.
• Achieve daily, weekly, and monthly sales targets.
• Upsell and cross-sell products/services wherever appropriate.
• Update CRM with leads, follow-ups, and closures.
• Respond to customer emails and live chats promptly and professionally.
• Provide complete and accurate information to customers.
• Maintain proper documentation of conversations.
• Build strong relationships with customers.
• Ensure customer satisfaction and retention.
• Collect customer feedback and share insights with the team.
• Maintain daily call, sales, and follow-up reports.
• Track customer interactions in CRM systems.
• Follow company policies, scripts, and escalation procedures.

Requirements & Tech Stack

• English and [Local Language] communication skills.
• Basic computer knowledge (MS Excel, CRM, email handling).
• Good sales persuasion and negotiation skills.
• Ability to handle pressure and meet targets.
• Customer-first attitude and problem-solving skills.
• Experience in BPO, Call Centre, Sales, or Customer Support (preferred).
• Knowledge of chat tools, ticketing systems, and CRM software (preferred).
• Multilingual communication is an added advantage (preferred).

Qualifications

• Any graduate / under-graduate.
• Bachelor’s degree.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask, prioritize, and manage time effectively.
• Computer skills.