Customer Support Executive & Senior Executive

Job Title: Customer Support Executive & Senior Executive

Job Summary

We are looking for a customer-focused Customer Support Executive to manage customer queries, complaints, and service requests across multiple channels. The role requires effective communication, coordination with internal teams, and a strong commitment to delivering excellent customer experience while meeting service quality metrics such as CSAT and NPS.

Key Responsibilities- For Executive

• Handle customer inquiries, complaints, and feedback via phone, email, chat, and social media platforms.
• Provide timely and accurate resolutions to customer issues to ensure high customer satisfaction.
• Coordinate with internal teams including Sales, Logistics, Warehouse, and Service teams for order fulfillment and after-sales support.
• Track, monitor, and follow up on open tickets to ensure timely resolution and closure.
• Maintain accurate records of customer interactions and transactions in CRM systems.
• Proactively collect customer feedback and reviews and work towards achieving high CSAT and NPS scores.
• Share product information, warranty details, and provide guidance on product usage and maintenance.
• Escalate complex issues to the appropriate teams while ensuring customer communication is maintained.
• Ensure compliance with company policies, SOPs, and service quality standards.
• Meet individual and team performance metrics including TAT, FCR, AHT, CSAT, and NPS.

Key Responsibilities:Customer Support—For Senior Executive

        Respond promptly to customer queries via email and phone in a professional and empathetic manner.

·        Provide accurate product, service, and order information to resolve issues efficiently.

·        Track and follow up on open tickets, ensuring timely resolution within TAT.

·        Escalate unresolved issues to appropriate internal teams when required.

Returns & Replacements, Amazon & Marketplace Support

·        Handle the end-to-end process for returns, replacements, and refunds in coordination with warehouse and logistics teams.

·        Maintain clear communication with customers regarding timelines, next steps, and expectations.

·        Ensure records are updated in CRM with proper documentation for each case.

·        Handle customer complaints, returns, replacements, and escalations on Amazon and other marketplace platforms.

·        Coordinate with the Amazon seller support team and backend teams to resolve issues within defined SLAs.

·        Track and manage Amazon order defects, customer feedback, and ensure performance metrics are maintained.

Reporting & Data Analysis:

·        Prepare and maintain daily/weekly/monthly reports on support metrics, ticket volumes, issue trends, and customer satisfaction.

·        Analyze data to identify patterns or recurring issues and provide insights to improve support processes.

·        Track TAT, SLA adherence, escalation trends, and suggest improvements based on data.

Qualifications & Skills

Education:

Bachelor’s degree in any discipline.

Experience:

1–2 years of experience (For executive), 4-5 years (For Senior Executive) in customer service, customer support, or a related role.

Experience in retail, e-commerce, or furniture/mattress industry is an added advantage.

Skills & Competencies:

• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in CRM tools and MS Office applications.
• Ability to multitask and work efficiently in a fast-paced environment.
• Empathy, patience, and a strong customer-first mindset.
• Fluency in English and Hindi; knowledge of regional languages such as Malayalam or Telugu is a plus.

Work Environment

• General shift including rotational week offs & Work-from-office