About the role
Key Responsibilities
- Respond to customer queries via email, chat, calls, and social media with clarity, professionalism, and empathy
- Resolve complaints, process returns/refunds, track orders, and ensure timely follow-ups
- Maintain high CSAT scores and work towards improving overall customer experience metrics
- Collaborate with internal teams like logistics, tech, and operations to resolve escalations
- Keep records of customer interactions and follow communication procedures, guidelines, and policies
- Identify recurring customer pain points and recommend improvements
Requirements
- 3+ years of experience in a customer support role, preferably in D2C/e-commerce or consumer-centric brands
- Excellent verbal and written communication skills
- Familiarity with CRM tools
- Empathetic, solution-oriented, and capable of handling high volumes during peak periods
- Ability to multitask and work in a fast-paced environment