Customer Support Associate

About Company: Westbury Kommerce (Westbury Holdings Pvt Ltd) was set up as an Online Retail Business and Solution provider for Brands, with an end-to-end integrated business solution for B2C eCommerce & Omnichannel. We provide seamless integration of technology, sales, merchandise, operations, and supply chain management to enable brands to manage their eCommerce business – including the brand’s own websites, Omni Channel solutions, retail store integration, and marketplace integration. Website – www.westburykommerce.com  Position Title: Associate, Customer Support Education: Bachelor's Degree in any discipline Experience: Minimum 1 year in Customer Support Location: Bengaluru Role Description The Customer Support Executive is responsible for delivering exceptional customer service across multiple communication channels, including voice, email, chat, and social media. The role involves resolving customer queries, handling order-related concerns, ensuring timely issue resolution, and providing seamless customer experience while meeting defined service levels and quality standards. Responsibilities  • Handle customer queries through calls, chats, and emails in a professional and timely manner. • Resolve issues related to orders, deliveries, returns, refunds, payments, and product information. • Record customer interactions and update case details accurately in CRM or ticketing tools. • Coordinate with internal teams to ensure quick and effective issue resolution. • Maintain quality, productivity, and customer satisfaction targets. • Sharing recurring customer concerns with the team leads to support process improvements. Requirements: • Excellent oral and written communication skills. • Fluency in English and Hindi is a must. • Ability to handle customer queries across calls, chats, and emails. • Strong customer service orientation with active listening skills. • Good problem-solving ability and patience while handling customer concerns. • Typing speed of at least 30 WPM with 90% accuracy or higher. • Basic working knowledge of CRM or ticketing tools, email, chat platforms, and MS Excel. • Ability to multitask and work in a fast-paced environment. • Experience in e-commerce, retail, or customer support is an added advantage.