Customer Support Executive

Customer Support Executive

Location: Mumbai (On-site)

Department: Customer Experience

Company: DACS

About DACS

DACS is building India's next-generation smart home and consumer electronics brand. Our mission is to make premium technology affordable and accessible while delivering an exceptional customer experience at every touchpoint.

Role Overview

As a Customer Support Executive, you will be the first point of contact for DACS customers. You will assist customers with product inquiries, order updates, installation scheduling, warranty claims, troubleshooting, and service requests across phone, email, WhatsApp, and chat.

Your goal is to ensure every customer receives a fast, friendly, and hassle-free support experience.

• Key ResponsibilitiesHandle customer queries through phone, email, chat, WhatsApp, and social media.
• Resolve customer complaints professionally and within defined turnaround times.
• Register installation, repair, and warranty service requests.
• Coordinate with installation partners and service centers for timely resolution.
• Track customer issues until closure and provide regular updates.
• Assist customers with product setup and basic troubleshooting.
• Maintain accurate customer records in the CRM system.
• Escalate unresolved issues to senior support or technical teams.
• Collect customer feedback and share insights with internal teams.
• Meet customer satisfaction, response time, and quality KPIs.
• Required SkillsExcellent verbal and written communication skills in English and Hindi.
• Strong problem-solving and customer-handling skills.
• Ability to remain calm and empathetic in challenging situations.
• Good computer skills and familiarity with CRM or ticketing software.
• Ability to multitask and work in a fast-paced environment.
• Positive attitude with a customer-first mindset.
• Preferred QualificationsBachelor's degree in any discipline.
• 1–3 years of experience in customer support, customer service, or call center operations.
• Experience in consumer electronics, home appliances, e-commerce, or retail is preferred.
• Fresh graduates with excellent communication skills may also apply.
• Key Performance Indicators (KPIs)Customer Satisfaction (CSAT)
• First Response Time (FRT)
• Average Resolution Time (ART)
• First Contact Resolution (FCR)
• Ticket Closure Rate
• Customer Escalation Rate
• Quality Audit Score
• Attendance and Productivity
• What We OfferOpportunity to be part of a fast-growing consumer electronics startup.
• Career growth and learning opportunities.
• Collaborative and high-performance work environment.
• Competitive salary and performance incentives.