Executive Customer Service Representative

2 days ago

Chennai, Tamil Nadu, India beBeeCustomerSupport Full time ₹ 6,00,000 - ₹ 8,00,000
Job Title

This is a full-time on-site role for a Customer Support Associate based in Chennai.

The Customer Support Associate will be responsible for managing customer support activities, ensuring customer satisfaction, handling online support queries, delivering excellent customer service, and providing technical support.

The role involves day-to-day interactions with customers to resolve their concerns promptly and effectively, while working closely with the support team to maintain high service standards.

Key Responsibilities:

  • Respond promptly and professionally to customer queries via chat, email, social media DMs, and inbound calls.
  • Offer real-time support to ensure a seamless customer journey from order placement to delivery.
  • Address customer concerns regarding product details, orders, payments, exchanges, returns, and refunds.
  • Coordinate with internal teams (e.g., logistics, warehouse, and operations) to resolve order or delivery-related concerns.
  • Maintain detailed records of customer interactions in the CRM system and track recurring issues to identify improvement areas.
  • Share customer feedback and insights with relevant teams to improve product and service quality.
  • Follow defined TATs (Turnaround Times) and SOPs to ensure timely resolution of queries.
  • Ensure a consistent and empathetic brand tone in all communication.
  • Assist in managing support KPIs like CSAT, First Response Time, Resolution Time, and Ticket Volume.
Requirements

To be successful in this role, you will need:

  • 2–4 years of relevant experience in customer support in D2C, ecommerce, or personal care industries.
  • Strong verbal and written communication skills in English (knowledge of Hindi or regional languages is a plus).
  • Knowledge of last-mile logistics, courier tracking, return & refund cycles.
  • Ability to multitask and work in a fast-paced, customer-obsessed environment.
  • Problem-solving attitude with a calm and empathetic demeanor.
Qualification

A Bachelor's degree in any discipline (Commerce, Business, or Communication preferred)

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