Customer Support Executive

2 weeks ago

Bengaluru India Valarr.io Full time

Job Description About the Role We are looking for a customer-focused and energetic Customer Support Executive with prior experience in D2C or E-commerce. The ideal candidate will handle customer queries across multiple channels, manage order-related issues, and ensure a smooth, high-quality customer experience. Key Responsibilities - Handle customer queries via chat, email, WhatsApp, social media, and calls. - Manage order tracking, returns, replacements, refunds, cancellations, and delivery escalations. - Resolve customer issues with accuracy, empathy, and timely follow-ups. - Maintain a consistent brand voice in all customer interactions. - Use CRM / helpdesk tools like Freshdesk, Zendesk, Gorgias, or similar. - Coordinate with internal teams logistics, warehouse, operations, and product for quick resolution. - Record, track, and close tickets within SLA timelines. - Capture customer feedback and share insights to improve product and CX. - Identify repeat issues and suggest process improvements. Requirements - 14 years of experience in Customer Support for a D2C brand, E-commerce company, or marketplace seller. - Strong communication (written + verbal) in English; additional languages are a plus. - Hands-on experience with helpdesk tools (Freshdesk, Zendesk, Kapture, Zoho Desk). - Ability to manage high-volume queries and multitask. - Problem-solving and conflict-resolution skills. - Comfortable working in a fast-paced startup environment. - Knowledge of order management, courier tracking, and return workflows.

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