Customer Support Specialist

4 days ago

Delhi, Delhi, India Zero Solution Full time ₹ 15,000 - ₹ 35,000 per year

J
ob description: Customer Support Specialist (D2C Experience and Excellent Communication Skills Mandatory)

Location: Okhla, South Delhi | Onsite

Experience Required: 2+ Years

Employment Type: Full-Time

Package: Upto 35K

Work mode: Onsite, 6 days a week

About the Role:

We are looking for a proactive and customer-focused Customer Support Specialist to join our growing D2C brand. The ideal candidate should have exceptional communication skills, prior experience in handling customer interactions across multiple platforms, and a proven track record in cross-selling and upselling.

You will be the voice of our brand — ensuring smooth communication, timely resolutions, and an excellent customer experience across all touchpoints.

Key Responsibilities:

  • Customer Communication: Respond promptly to customer queries via Instagram, WhatsApp, and email with professionalism and empathy.
  • Issue Resolution: Handle and resolve customer complaints effectively by coordinating with internal teams for quick turnarounds.
  • Order Management: Provide regular updates on orders, handle delays, RTOs (Return to Origin), and maintain customer trust.
  • Escalation Handling: Identify and escalate repeat complaints or process gaps to management for improvement.
  • Product Feedback: Collect and share customer feedback with the relevant teams to support product enhancement.
  • Cart Recovery: Execute proactive outreach to recover abandoned carts and convert potential leads into sales.
  • Cross-Selling & Upselling: Recommend complementary or upgraded products to enhance customer satisfaction and order value.
  • Documentation: Maintain accurate logs of all customer interactions, resolutions, and follow-ups in CRM tools.

Key Performance Indicators (KPIs):

  • Customer Query Resolution Efficiency
  • Escalation Management Success Rate
  • Abandoned Cart Conversion Rate
  • Cross-Sell & Upsell Performance
  • Process Improvement Contributions
  • New Joiner Training & Support

Required Skills & Qualifications:

  • 2–4 years of customer support experience in a D2C (Direct-to-Consumer) company (mandatory).
  • Excellent communication skills — written and verbal (English & Hindi preferred).
  • Proven track record in cross-selling and upselling.
  • Familiarity with CRM tools, ticketing systems, and WhatsApp/Instagram business handling.
  • Strong problem-solving, coordination, and multitasking abilities.
  • Comfortable with a 6-day working schedule and fast-paced environment.

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