, you will be the voice of the brand, managing and enhancing the customer experience across digital platforms. You'll ensure every customer receives timely, helpful, and delightful support, contributing directly to customer satisfaction and retention.
Key Responsibilities:1. Customer Interaction & Support
Respond promptly and professionally to customer queries via email, chat, WhatsApp, social media DMs, and other digital touchpoints.
Assist customers with order placement, tracking, returns, refunds, product inquiries, and complaints.
Handle pre-sale and post-sale support, providing product recommendations and guidance where needed.
Ensure timely escalation and follow-up of unresolved issues to the relevant departments.
2. CRM & Ticketing
Manage customer conversations using CRM tools
Maintain accurate and detailed logs of all customer interactions.
Prioritize and categorize tickets based on urgency and nature.
3. Feedback & Quality Monitoring
Collect and record customer feedback to understand pain points and improve service.
Flag recurring issues or trends to the product, marketing, and logistics teams.
Participate in internal reviews to continuously enhance the customer experience strategy.
4. Order & Logistics Coordination
Coordinate with warehouse/logistics teams for delayed, lost, or damaged shipments.
Provide timely status updates to customers on shipment progress.
Track return pickups and replacement deliveries to closure.
5. Brand Representation
Uphold the tone, voice, and values of
FabYouAre
in every interaction.
Handle negative feedback or complaints with patience, empathy, and professionalism.
Convert unhappy customers into loyal brand advocates through efficient problem resolution.
6. Process Improvement & Reporting
Identify gaps in support processes and suggest improvements.
Generate weekly/monthly reports on ticket volume, resolution time, satisfaction scores, etc.
Participate in training sessions for new product launches, policy updates, or system enhancements.
Required Skills & Qualifications:
Graduate in any discipline; preference for candidates with customer support experience.
1-3 years of experience in a digital customer support or e-commerce environment.
Strong written and verbal communication in English (bonus: Hindi/other regional languages).
Proficiency with MS Excel, and Google Workspace.
Empathetic, patient, and solution-oriented mindset.
Ability to multitask, work under pressure, and handle high volumes during sales or launches.
Job Types: Full-time, Permanent
Pay: ₹20,000.00 - ₹50,000.00 per month
Benefits:
Leave encashment
Schedule:
Day shift
Supplemental Pay:
Yearly bonus
Application Question(s):
How would you rate your proficiency in written and spoken English?
Work Location: In person