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Customer Support Expert

4 weeks ago

Indore, Madhya Pradesh, India Kyari Full time

We are a pioneering home decor start-up, revolutionizing the D2C space with innovative solutions. Our mission is to deliver top-notch products that combine style and function seamlessly, making home decor both beautiful and hassle-free.

About Us

With a small team from Indore, we launched our game-changing self-watering planters two years ago. These instant hits have made plant parenting a breeze for customers, who love the idea of watering their plants just once a week.

Job Description

This role involves acting as the primary point of contact for high-priority or escalated customer cases. You will diagnose, troubleshoot, and resolve complex issues that cannot be handled by front-line support agents, ensuring timely resolutions and maintaining a high level of professionalism.

Key Responsibilities:
  • Maintain clear, empathetic, and professional communication with customers, ensuring their concerns are understood and addressed.
  • Collaborate closely with Amazon Market Place, Operations & Support team to understand issues and provide feedback from customers.
  • Monitor and manage high-severity incidents, allocating proper resources and prioritizing resolution paths.
Requirements

To excel in this role, you will need:

  • 2+ years of experience in a customer support role, with a focus on escalations or complex issue resolution through calls, emails, chats & social media.
  • Experience with incident management systems, Google Sheets (Xlookup,Vlookup,Pivot etc), CRM such as Freshdesk.
What We Offer

We offer a competitive salary of $85,000 per annum, plus benefits and opportunities for growth and development in a dynamic and innovative environment.