We are seeking a customer-centric and detail-oriented
Chat & Email Support Executive
to join our support team. The ideal candidate will have 1-3 years of experience in handling customer queries via live chat and email, preferably in a fast-paced
Direct-to-Consumer (D2C)
environment. You will play a key role in ensuring a smooth and satisfying customer experience, acting as the first point of contact for product-related questions, order issues, and support requests.
Key Responsibilities:
Provide timely and professional customer support via
live chat and email
channels.
Handle inquiries related to products, orders, returns, payments, shipping, and general support.
Troubleshoot and resolve issues efficiently while ensuring customer satisfaction.
Maintain accurate records of interactions using CRM and helpdesk tools.
Escalate unresolved issues to relevant internal teams and follow up as needed.
Meet individual and team KPIs including response time, resolution rate, and CSAT.
Collaborate with operations, logistics, product, and marketing teams for smoother resolution and feedback loops.
Stay updated on product features, policies, promotions, and updates.
Requirements:
1-3 years of experience in
chat and email-based customer support
.
Excellent written communication skills in English with a strong attention to detail.
Proficiency in CRM and support platforms like
Zendesk, Freshdesk, Intercom
, or similar tools.
Strong multitasking and time-management skills.
Customer-first mindset with problem-solving ability.
Comfortable working in a dynamic environment and in rotational shifts, including weekends or holidays.
Preferred Qualifications:
Prior experience supporting
D2C (Direct-to-Consumer) brands
in sectors like fashion, beauty, wellness, lifestyle, or electronics.
Familiarity with e-commerce platforms (e.g., Shopify, WooCommerce).
Understanding of order lifecycle, returns/exchanges, and delivery operations.
Experience with knowledge base tools or ticket automation systems.
Multilingual capabilities are a plus.
Perks and Benefits:
Competitive salary with performance-based incentives
Remote-friendly work environment
Medical insurance and wellness benefits
Training and upskilling opportunities
Friendly and inclusive team culture
Opportunities to grow within a fast-scaling brand
Job Type: Full-time
Pay: ₹15,000.00 - ₹30,000.00 per month
Work Location: In person
Speak with the employer
+91 9131344319
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