Job Description

Role Overview

We are seeking a proactive and customer-focused

Support Executive - Customer Experience & Onboarding

to manage customer support interactions, ensure smooth onboarding of new customers, and assist with D2C collections. This role plays a key part in building trust, resolving queries efficiently, and delivering a seamless customer experience.

Key Responsibilities

Handle customer support queries via phone, WhatsApp, email, and other channels in a professional and timely manner. Support new customer onboarding by guiding them through processes, services, and product information. Assist with D2C collections by following up on payments and resolving billing-related concerns politely and effectively. Ensure accurate and timely resolution of customer issues related to delivery, quality, payments, and service requests. Maintain up-to-date knowledge of products, services, and internal processes to provide accurate information. Coordinate with internal teams such as Sales, Supply Chain, Quality, Production, and Finance to resolve customer issues. Capture customer feedback and share insights with relevant teams for service and process improvements. Maintain proper documentation of customer interactions and update CRM or internal systems regularly. Meet individual performance targets related to response time, resolution time, customer satisfaction, and collections. Deliver clear, friendly, and empathetic communication to ensure a positive customer experience.
Requirements

1-3 years of experience in customer support, customer service, or onboarding roles Strong communication skills in verbal and written formats Customer-centric attitude with a problem-solving mindset Ability to handle multiple tasks and manage follow-ups efficiently Basic understanding of CRM tools and MS Excel (preferred) Willingness to learn product details and internal processes Team player with a positive attitude and attention to detail
Job Type: Full-time

Pay: ?15,055.36 - ?25,556.83 per month

Work Location: In person