customer support aasociate

Customer Support Associate

Company: Nanz Bakehouse

Location: Gurugram (On-site)

Employment Type: Full-time

Working Hours: 2:00 PM – 10:00 PM

Working Days: Rotational week-offs

Salary: Up to ₹30,000/month (based on experience)

About Us

Nanz Bakehouse is a growing bakery brand known for its high-quality baked goods and memorable customer experiences.

Role Overview

We're hiring a full-time, on-site Customer Experience (CX) Support Executive in Gurugram to manage day-to-day customer support operations. The role involves handling customer queries and grievances, coordinating with internal teams to resolve issues, maintaining accurate CRM records, and ensuring a smooth customer experience from order placement to resolution.

Key Responsibilities

• Handle customer queries and grievances across calls, email, WhatsApp, social media, and other support channels.
• Resolve customer complaints related to orders, deliveries, product quality, payments, and refunds.
• Ensure quick response times and timely resolution of customer issues.
• Escalate urgent or complex complaints to the relevant team and follow up until resolution.
• Maintain accurate customer records, tickets, and complaint details in the CRM system.
• Follow established SOPs and ensure consistent communication with customers.
• Coordinate with kitchen, delivery, sales, and marketing teams to resolve customer issues.
• Track recurring complaints and highlight common issues to help improve customer experience.
• Maintain a professional, empathetic, and customer-first approach in every interaction.
• Follow up with customers where required to ensure their concerns have been addressed satisfactorily.

Requirements & Tech Stack

• Prior experience in customer support, customer service, or a similar role.
• Excellent written and verbal communication skills.
• Comfortable using CRM tools, ticketing systems, spreadsheets, and email.
• Strong problem-solving skills and the ability to handle customer complaints calmly.
• Good follow-up, coordination, and organizational skills.
• Attention to detail when managing customer information and support records.
• Ability to work in a fast-paced environment and manage multiple customer queries.
• Willingness to work on-site full-time in Gurugram, from 2:00 PM to 10:00 PM, with rotational week-offs.
• Experience in F&B, retail, e-commerce, or hospitality is a plus.