Job Description

Sunad Garden is looking for a proactive and customer-focused Customer Support Executive who can handle customer queries, support the sales team, guide users through our platform, and ensure a smooth customer journey from inquiry to purchase.

Key Responsibilities1. Customer Query Handling

Resolve queries related to logins, payments, questionnaire filling, product information, cart issues, and post-purchase concerns. Identify system vs user errors and escalate technical issues promptly. Provide step-by-step guidance to customers for a friction-free experience.

2. Payment & Account Support

Verify payment status through dashboard/payment gateway. Guide customers on successful, pending, or failed transactions. Escalate mismatched payments within defined timelines.

3. Questionnaire Assistance

Assist customers in completing health questionnaires. Clarify doubts and ensure successful submissions.

4. Product & Cart Assistance

Explain product details, plant benefits, and usage information accurately. Help customers with cart creation, modifications, and checkout. Identify high-intent customers and alert the sales team.

5. Coordination With Sales Team

Share lead information with complete clarity. Provide updates on customer feedback, concerns, and conversion blockers. Follow up on open leads regularly to ensure closure.

6. Reporting & Documentation

Maintain daily trackers for queries, resolution times, and escalations. Prepare and submit End-of-Day reports. Generate weekly and monthly performance summaries.

7. Internal Staff Training

Train new staff on CRM usage, common queries, response templates, and processes. Conduct monthly refreshers and maintain training logs.

Key Skills Required

Excellent communication skills (written & verbal). Strong problem-solving and customer-handling skills. Ability to multitask and prioritize efficiently. Experience with CRM tools, ticketing systems, or customer portals. Basic understanding of payments, order processing, and e-commerce flows. A calm, patient, and solution-oriented mindset.

KPIs for Success

First response time Average resolution time Conversion support effectiveness Accuracy of information shared Customer satisfaction score Reporting quality & consistency

Qualifications

Any graduate degree. 1-2 years of experience in customer support (preferably in e-commerce, wellness, or service-based companies).

Why Join Sunad Garden?

Opportunity to contribute to a fast-growing wellness and sustainability brand. Supportive culture and meaningful work aligned with improving customer well-being. Career growth opportunities within customer success and operations.
Job Type: Full-time

Pay: ?15,000.00 - ?30,000.00 per month

Work Location: In person