Customer Support Executive

Responsibilities:
Respond promptly and accurately to customer queries via chats and calls, and reach out to customers proactively wherever required.
Gather valuable customer feedback and insights through calls 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, escalation, 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.
Requirements:
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.
Basic knowledge of suggestive selling and upselling through chat interactions.

Experience
0-3 yrs