Customer Support Executive

1 week ago

Gurgaon, Haryana, India Divine Hindu Full time ₹ 1,80,000 - ₹ 3,00,000 per year

Job Title:
Customer Support Executive

Salary :
Up to ₹25,000 per month (CTC structure as per company policy)

Location:
Sector 27, Gurugram — Work from Office

Working Days / Timings:
Monday–Saturday, 9:00 AM — 6:30 PM

About Divine Hindu

Divine Hindu sells authentic spiritual products and ritual services to a pan-India audience. We value respect, authenticity, fast responses, and excellent service for devotees.

Role summary

You will be the first point of contact for customers via phone, WhatsApp, email and ticketing systems. You'll resolve order queries (tracking, cancellations, returns, refunds), support product information requests, escalate issues to operations, and maintain high service quality while representing our brand voice respectfully.

Key responsibilities

  • Field inbound customer calls, WhatsApp messages and emails; maintain professional, empathetic tone.
  • Resolve order status, tracking, cancellations, returns, refunds and exchange requests in Shopify/OMS.
  • Escalate unresolved issues to Warehouse/Logistics/Operations with clear notes and SLAs.
  • Log all interactions in the ticketing system; update order notes and customer profiles.
  • Maintain CSAT targets and turnaround SLAs; follow company refund & replacement policies.
  • Process basic refunds and exchange authorizations per SOPs.
  • Help create FAQs and contribute to knowledge base improvements.
  • Support seasonal peaks (festival days) — flexible hours or extra shifts as required.

Must-have

  • 6 months+ customer support experience (e-commerce preferred).
  • Comfortable speaking in Hindi + English (written & spoken).
  • Familiarity with Shopify admin for order lookups OR experience with any order management system.
  • Basic computer literacy (Gmail, Google Sheets).
  • Calm under pressure, polite, detail-oriented.

Nice-to-have

  • Experience using Ozonetel / any cloud telephony, Freshdesk/Zoho Desk/Zoho CRM, or WhatsApp Business API.
  • Experience with refunds, chargebacks, logistics partner coordination.
  • Prior work in D2C spiritual / lifestyle brands is a plus.

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