Customer Support Representative

1 week ago

Satellite Ahmedabad Gujarat, India Just Dogs Spalons Pvt Ltd Full time

**Key Responsibilities**
- Manage complex customer queries, complaints, and escalations with professionalism and urgency
- Collaborate with internal teams (store ops, logistics, grooming, etc.) to resolve issues end-to-end
- Provide guidance and support to other customer support associates, helping them improve quality and response time
- Maintain SLAs and ensure resolution within TAT across platforms (Zendesk, WhatsApp, Meta, etc.)
- Analyse support data to identify patterns and proactively suggest process improvements
- Handle return/refund/exchange workflows in coordination with the warehouse and online operations
- Support new campaign launches, offers, and service rollouts by updating FAQs and preparing support SOPs
- Build strong relationships with loyal customers and high-value pet parents
- Contribute to CSAT/NPS improvement by going beyond transactional support

**Requirements**:

- 2-4 years of experience in customer support, preferably in retail, e-commerce, or service industries
- Strong communication skills (English & Hindi mandatory; regional languages a plus) - Proficient in support tools like Zendesk, Freshdesk, CRM systems, and MS Excel
- Empathetic and patient personality with excellent problem-solving skills
- Ability to multitask and work under pressure during peak seasons
- Passion for pets is a strong bonus

**Why Join JUSTDOGS**
- Work in a high-growth, pet-first brand shaping the future of pet care in India
- Dynamic, inclusive team culture with opportunities to grow into team lead or CX strategy roles.

**Job Types**: Full-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift
- Fixed shift
- Morning shift

Application Question(s):
**Experience**:

- Customer handling: 1 year (preferred)

**Language**:

- Hindi (preferred)
- English (preferred)

Work Location: In person

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