Customer Support Executive

Company: Art TherapyRole OverviewThe Customer Support Executive will manage customer experience across WhatsApp, Instagram, and AI systems.

Since 80% of queries are handled by AI, your focus will be on the 10–20% cases requiring human help, coordinating with operations and warehouse teams, and maintaining all customer support sheets.

You will also make short daily feedback calls (15–20 seconds each).

Key Responsibilities

• 1. Customer Query Resolution (10–20%)Handle escalations/queries that AI cannot resolve (missing items, delays, refunds, replacements).
• Provide polite, solution-driven responses via WhatsApp & Instagram.
• Verify order details and coordinate with Operations/Warehouse for fast solutions.
• 2. AI Chat Support Monitoring (80%)Monitor automatic replies sent by AI.
• Flag wrong responses or issues to the brand/tech team.
• Ensure accurate communication flow.
• 3. Coordination & Problem SolvingWork closely with:
• Operations Manager
• Warehouse Manager
• Logistics Partners
• Resolve product issues, delays, cancellations, and replacements quickly.

4. Maintaining Daily Sheets (Very Important)You will maintain and update all customer sheets daily:

• A. Order Verification SheetCall and confirm COD/prepaid orders.
• Update verification status, notes, and call outcomes.
• B. Customer Support Query SheetAdd every customer issue (WhatsApp/IG/email).
• Update status: Open / Closed / Waiting / Escalated.
• Maintain clear notes for each case.

C. Order Cancellation Sheet

• Record cancellation reason, status, refund mode, and follow-up actions.
• Coordinate with operations for refunds and product pullbacks.
• D. Daily Feedback Call SheetMake 15–20 sec feedback calls.
• Note customer experience and any action needed.

(Training will be provided for each sheet.)

• 5. Customer ExperienceMaintain Art Therapy’s warm, gentle, healing communication tone.
• Ensure every customer feels supported and heard.
• Share repeat complaints and patterns with the founder/ops team.
• Requirements0–1 year experience in customer service (freshers with good communication can apply).
• Strong verbal & written communication (Hindi, English preferred).
• Basic Excel/Google Sheets knowledge.
• Calm, patient, and able to handle multiple queries.
• Organised with strong follow-up discipline.
• What We OfferSupportive, friendly work environment.
• AI-driven workflows to reduce manual workload.
• Training for all tools and sheet systems.
• Fast career growth opportunities.
• Be a part of a brand focused on creativity, calmness, and emotional wellbeing.