Customer Support Analyst

Role: Customer Support Executive : Kreo Tech (Lukus Brands LLP)

Job Role

Inbound Calls:

Handle customer queries, complaints, and product-related questions over incoming calls. Provide guidance and solutions regarding products, orders, and general inquiries.

WhatsApp Chats:

Respond promptly and professionally to customer messages via WhatsApp. Offer support, resolve issues, and guide customers on purchasing and troubleshooting.

KRA's

Monitor order dispatch, shipping, and delivery using internal systems. Update and inform customers about their order and expected delivery timelines.

Process and verify warranty claim requests. Guide customers through warranty procedures, clarify eligibility, and coordinate with logistics or technical teams to ensure efficient claim resolution.

Assist customers in diagnosing and confirming product damage. Guide them through troubleshooting steps to determine if replacement or repair is needed, and document cases for technical support or replacement teams.

Product testing such as Keyboards, Mice , controller , Mic etc

Required Skills & Experience

Min 1+ year of customer support experience inbound and outbound (preferably in D2C, electronics, or gaming industries)

Excellent verbal and written communication skills in English, Hindi 

Strong problem-solving and customer-handling abilities

Proficiency with CRM and support platforms (including WhatsApp Business)

Ability to multitask, prioritize, and manage time effectively

Technical Knowledge

Familiarity with gaming peripherals—such as keyboards, mice, headsets, and similar devices—is a plus and will help in assisting customers more effectively.