Job Description

Location:

Ghatkopar West, Mumbai (Hybrid)

Shift Timings:

10 AM - 7 PM IST

Schedule:

6 days a week (Monday to Sunday, with 1 rotational weekly off)

Salary:

?16,000 - ?20,000 in-hand + Incentives up to ?2,000

About the company:

Datastraw Technologies partners with fast-growing D2C brands to streamline operations and deliver exceptional customer experiences. Our focus is on customer support, retention, and engagement, helping brands connect effectively with their customers.

Role Overview:

We are hiring Customer Support Executives for a chat-based process. You will manage customer interactions on platforms such as Facebook, Instagram, WhatsApp, and social media comments, providing accurate information, resolving queries, and maintaining high-quality written communication. The role requires excellent grammar, typing skills, and professional writing style.

Key Responsibilities:

Respond promptly and professionally to customer queries via chat and social media comments. Assist customers with order-related queries, discounts, and general guidance. Handle follow-ups, feedback collection, and resolution of complaints through chat. Maintain an empathetic, friendly, and professional tone while managing multiple conversations simultaneously. Coordinate efficiently with internal teams, logistics partners, and clients to resolve issues. Document all interactions accurately in the CRM and keep relevant stakeholders updated. Achieve daily quality and response targets while ensuring customer satisfaction.

Requirements:

Minimum 6 months of experience in chat support, customer support, or BPO processes. Strong written communication skills in Hindi and English; grammar, spelling, and typing accuracy are essential. Ability to manage multiple chats simultaneously with a professional and empathetic approach. Comfortable coordinating with cross-functional teams and clients. Tech-savvy with basic knowledge of chat tools, social media platforms, and CRM systems. Must have a laptop/desktop with webcam and reliable internet for WFH days. Willingness to work hybrid shifts, including rotational weekends and public holidays.

Perks & Benefits:

Performance-based incentives. Exposure to working with fast-growing D2C brands. Opportunity to enhance skills in customer engagement, written communication, and team coordination.
Job Types: Full-time, Permanent

Pay: ?16,000.00 - ?20,000.00 per month

Benefits:

Paid sick time Paid time off
Ability to commute/relocate:

Ghatkopar West, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):

Are you comfortable working in a hybrid model in Ghatkopar West, Mumbai? Do you have a personal laptop/desktop with webcam and a stable internet connection? How would you handle a customer who is upset about a delayed order? Why do you want to work in a chat-based customer support role?
Experience:

Customer service: 1 year (Preferred) chat support: 1 year (Preferred)
Language:

English (Preferred) Hindi (Preferred)
Work Location: In person