Customer Support Specialist

Company: the EleFant
Location: Ahmedabad – Work from Office
Function: Customer Experience
Experience: 1–3 years preferred
About the EleFant
the EleFant is an app-based toy & book membership platform for children. Parents get access to a wide range of curated toys and books, delivered to their doorstep, and can exchange them as their child grows or gets bored.
As we scale, customer experience is one of the most critical parts of our business. We are looking for Customer Service Executives who can communicate with empathy, solve problems quickly and take complete ownership until closure.
What will you do?
Handle customer queries across calls, WhatsApp, chat and support tickets
Support customers on memberships, orders, deliveries, pickups, exchanges, toy availability and app-related queries
Handle delivery delays and coordinate with Operations/Logistics for quick resolution
Manage complaints calmly and professionally, including escalated or unhappy customers
Follow up proactively instead of waiting for customers to call again
Ensure every query/ticket has a clear owner, next action and closure
Coordinate with Operations, Tech, Sales and other teams to resolve customer issues
Maintain accurate customer interactions and ticket statuses in the CRM/Freshdesk
Identify repeat complaints and highlight root causes to the Customer Service Manager
Support customers through renewals, refunds and other membership-related requests
Meet defined response-time, resolution-time and customer satisfaction SLAs
What are we looking for?
1–3 years of experience in Customer Service / Customer Support / Call Centre / D2C / E-commerce preferred
Excellent Hindi and English communication
Comfortable speaking with customers over calls
Good written communication for WhatsApp/chat
Strong problem-solving and follow-up skills
Comfortable working with CRM/ticketing systems and basic Excel/Google Sheets
Ability to stay calm when dealing with an unhappy customer
High ownership — “I have forwarded it” is not considered resolution
Comfortable working in a fast-moving startup environment
How will success be measured?
First Response Time
Resolution SLA
Maximum cases resolved within committed timelines
Pending Tickets
Customer Follow-ups
Identify and escalate critical cases proactively
Maintain strong CSAT/customer feedback
Ticket Hygiene
At the EleFant, Customer Service isn't about saying:
“I have forwarded your concern to the concerned team.”
It is about saying:
“I own your concern. Let me get this resolved for you.”
If you enjoy speaking with customers, solving problems and turning a difficult customer interaction into a positive experience, we would love to speak with you.

Work arrangement
No