Customer Support Executive

4 weeks ago

Bengaluru, Karnataka, India Eternz Full time
Customer Support Executive – Blended Role (Voice + Non-Voice)

Location: HSR Layout, Bangalore (Work from Office)

Working Days: 6 days/week

Experience Required: Minimum 2+ years

About Eternz

Eternz is a meticulously curated platform transforming how India discovers, shops, and experiences jewelry online. We've partnered with visionary designers and premium brands to bring high-quality, trendsetting jewelry to customers across the country. Backed by a founder with over 9 years in e-commerce and a strong product-marketing background, we're building a differentiated discovery-led platform for modern jewelry consumers.

Role Overview

We're looking for a passionate and experienced Customer Support Executive who thrives in a fast-paced startup environment. This is a full-time, on-site role focused on delivering delightful customer experiences across Live Chat, Email, and Calls (Inbound & Outbound).

You'll play a critical role in addressing customer queries, resolving issues, and managing escalations while embodying the voice of the brand across every interaction.

Key Responsibilities

• Handle customer interactions via live chat, email, phone calls (inbound & outbound), and social media.

• Resolve product-related and order-related concerns with empathy and efficiency.

• Manage and de-escalate customer issues with patience and professionalism.

• Collaborate with internal teams to drive faster resolutions and close the loop with customers.

• Maintain detailed records of customer interactions using Freshdesk (or similar tools).

• Suggest process improvements based on recurring queries or pain points.

What We're Looking For

• Minimum 2 years of experience in a blended customer support role (chat, email, voice).

• Fluency in Hindi and English is mandatory. Proficiency in South Indian languages is a plus.

• Excellent verbal and written communication skills.

• Strong problem-solving skills with a customer-first mindset.

• Prior experience in D2C/e-commerce brands is preferred.

• Ability to thrive in a fast-paced, startup environment and work across multiple communication channels.

Bonus if you have

• Experience handling customer escalations.

• Familiarity with jewelry or fashion retail industry.

• Comfort with tools like Freshdesk, Google Sheets, or CRM platforms.

Why Join Us?

• Work directly with the founding team and make a visible impact.

• Help shape a new-age jewelry brand from the ground up.

• A team that believes in hands-on problem-solving and rapid execution.

• Passionate, hardworking, and customer-obsessed work culture.

Website: www.eternz.com

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