Customer Support
Kasba Peth, Pune
1 year
Customer Relationship Management (CRM) ToolSupport Ticketing SystemsOrder Management SystemsWarehouse ManagementMulti-Channel MarketingCustomer complaint handlingRefund and exchange processingCustomer RetentionLoyalty ProgramsConsumer Feedback AnalysisCSAT Score ManagementMicrosoft ExcelMicrosoft OfficeStandard Operating Procedure (SOP)Escalation ManagementEmpathyProblem-solving capabilitiesCollaboration with Engineering TeamsData MaintenanceITIL SLA Management
Job Description:
Key Responsibilities:
Customer Experience (CX) Support
Manage customer interactions across calls, emails, WhatsApp, and social platforms.
Handle queries, returns, exchanges, and complaints with empathy and efficiency.
Ensure timely resolution of tickets within defined SLAs.
Maintain accurate records in CRM systems / CX tools.
Customer Retention & Loyalty Support
Support loyalty and retention campaigns (referrals, win-backs, repeat purchase drives).
Share customer feedback and insights with Marketing & Ops to improve services.
Assist in monitoring metrics like CSAT, NPS, repeat orders.
Team & Process Support
Follow CX SOPs for refunds, warranties, and escalations.
Collaborate with Ops & Tech teams to ensure seamless order tracking, delivery updates, and system accuracy.
Suggest process improvements based on customer feedback.
What We’re Looking For
1–3 years of experience in CX support, customer service, or retention roles (Retail/D2C preferred).
Strong communication skills — clear, empathetic, and professional.
Familiarity with CRM tools, ticketing platforms, or OMS/WMS systems.
Problem-solving mindset with patience and ownership.
Proficiency in MS Excel and MS Office for reporting.
A customer-first attitude with the ability to handle escalations calmly.
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