Digital Customer Care Executive

4 days ago

Gurugram Haryana, India Fabyouare Pvt Ltd Full time

**Job Title**: Digital Customer Care Executive
**Department**: Customer Experience
**Location**: Sector 53, Gurgaon
**Reporting To**: Digital Marketing Manager

**Role Overview**:
As a Digital Customer Care Executive at **FabYouAre**, you will be the voice of the brand, managing and enhancing the customer experience across digital platforms. You’ll ensure every customer receives timely, helpful, and delightful support, contributing directly to customer satisfaction and retention.

**Key Responsibilities:1. Customer Interaction & Support**
- Assist customers with order placement, tracking, returns, refunds, product inquiries, and complaints.
- Handle pre-sale and post-sale support, providing product recommendations and guidance where needed.
- Ensure timely escalation and follow-up of unresolved issues to the relevant departments.

**2. CRM & Ticketing**
- Manage customer conversations using CRM tools
- Maintain accurate and detailed logs of all customer interactions.
- Prioritize and categorize tickets based on urgency and nature.

**3. Feedback & Quality Monitoring**
- Collect and record customer feedback to understand pain points and improve service.
- Flag recurring issues or trends to the product, marketing, and logistics teams.
- Participate in internal reviews to continuously enhance the customer experience strategy.

**4. Order & Logistics Coordination**
- Coordinate with warehouse/logistics teams for delayed, lost, or damaged shipments.
- Provide timely status updates to customers on shipment progress.
- Track return pickups and replacement deliveries to closure.

**5. Brand Representation**
- Uphold the tone, voice, and values of **FabYouAre** in every interaction.
- Handle negative feedback or complaints with patience, empathy, and professionalism.
- Convert unhappy customers into loyal brand advocates through efficient problem resolution.

**6. Process Improvement & Reporting**
- Identify gaps in support processes and suggest improvements.
- Generate weekly/monthly reports on ticket volume, resolution time, satisfaction scores, etc.
- Participate in training sessions for new product launches, policy updates, or system enhancements.

**Required Skills & Qualifications**:

- 1-3 years of experience in a digital customer support or e-commerce environment.
- Strong written and verbal communication in English (bonus: Hindi/other regional languages).
- Proficiency with MS Excel, and Google Workspace.
- Empathetic, patient, and solution-oriented mindset.
- Ability to multitask, work under pressure, and handle high volumes during sales or launches.

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

Pay: ₹20,000.00 - ₹50,000.00 per month

**Benefits**:

- Leave encashment

Schedule:

- Day shift

Supplemental Pay:

- Yearly bonus

Application Question(s):

- How would you rate your proficiency in written and spoken English?

Work Location: In person

Application Deadline: 20/05/2025
Expected Start Date: 15/05/2025

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