Customer Support Executive

About this role

Key Roles & Responsibilities: - Respond promptly and accurately to customer queries custom 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 to drive continuous improvement and innovation. - Update internal databases with information related to technical issues and productive discussions with customers, ensuring a seamless support experience. - Monitor customer complaints on social media platforms and promptly reach out to provide resolutions, demonstrating empathy and understanding. - Coordinate with Delivery Partners to ensure the timely dispatch and delivery of products, proactively addressing any logistical challenges that may arise. - Connecting with the reporting manager or highlighting cases for faster resolution or escalated or long pending issues. - Adhering to all the set SOPs and executing all assigned tasks diligently to ensure 100% customer delight. - Work with a 6-day working schedule, week-offs on a roster basis Key Qualification & 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.