Job Description

As a

Customer Support Executive

, you will be the frontline champion for resolving customer issues across retail, e-commerce, grooming, and service verticals. You'll handle escalations, and ensure customer delight through timely, empathetic, and effective communication across channels (voice, email, chat, and social media).

Key Responsibilities

Manage complex customer queries, complaints, and escalations with professionalism and urgency Collaborate with internal teams (store ops, logistics, grooming, etc.) to resolve issues end-to-end Provide guidance and support to other customer support associates, helping them improve quality and response time Maintain SLAs and ensure resolution within TAT across platforms (Zendesk, WhatsApp, Meta, etc.) Analyse support data to identify patterns and proactively suggest process improvements Handle return/refund/exchange workflows in coordination with the warehouse and online operations Support new campaign launches, offers, and service rollouts by updating FAQs and preparing support SOPs Build strong relationships with loyal customers and high-value pet parents Contribute to CSAT/NPS improvement by going beyond transactional support

Requirements

2-4 years of experience in customer support, preferably in retail, e-commerce, or service industries Strong communication skills (English & Hindi mandatory; regional languages a plus) o Proficient in support tools like Zendesk, Freshdesk, CRM systems, and MS Excel Empathetic and patient personality with excellent problem-solving skills Ability to multitask and work under pressure during peak seasons Passion for pets is a strong bonus

Why Join JUSTDOGS

Work in a high-growth, pet-first brand shaping the future of pet care in India Dynamic, inclusive team culture with opportunities to grow into team lead or CX strategy roles.
Job Types: Full-time, Permanent

Pay: ?15,000.00 - ?25,000.00 per month

Benefits:

Health insurance Provident Fund
Schedule:

Day shift Fixed shift Morning shift
Application Question(s):

Are you comfortable handling customer queries through phone, email, and chat support?
Experience:

Customer handling: 1 year (Preferred)
Language:

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