Senior Customer Support Executive

1 day ago

Bengaluru, Karnataka, India Something's Brewing Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Background

Kaapi Machines is an industry leader into the B2B Coffee equipment space, servicing top F&B and corporate customers for 10+ years. It has now entered the B2C space with its sister company Something's Brewing. SB is positioned to become a leader in the Home brewing segment. We are looking to convert coffee lovers into coffee brewers.

Role & Responsibilities

Here are the key expectations from the role:

Inbound customer support

  1. Respond to all inbound post sales customer queries coming on all channels
  2. Coordinate with internal teams to solve for the customer's problems
  3. Update the assigned ticket on Zoho Desk for the same
  4. Update the customer on the progress of their resolution
  5. Solve the customer's problem to close the ticket on the system
  6. Educate customers about refund/return policies to minimise irrational returns
  7. Arrange demos for existing customers to onboard them

Service tickets

  1. Raise service tickets for customers on the Kaapi systems
  2. Follow up with Kaapi service team to have the service engineer assigned
  3. Follow up with the service engineer on the customer appointment + post-appointment feedback & actionable
  4. Coordinate with & update the customer on all logistical movements
  5. Action the outcome of the service appointment to ensure the ticket is closed satisfactorily

Spares & Warranty

  1. Coordinate with the service engineer to ascertain spares requirement
  2. Raise customer invoice + follow up for payment
  3. Coordinate with service team for procurement + shipping of the spares to the customer
  4. Record the warranty/service details against the serial number of the product

Customer Experience

  1. Single goal of the role is to ensure a smooth & favorable customer experience in all our interactions
  2. Handle irate customers calmly to be able to reason
  3. Take customer feedback on every interaction

Review Responses

  1. Respond to reviews on all channels
  2. Call back the customer if the review is bad
  3. Solve for the customer's bad experience
  4. Raise ticket & follow standard inbound query handling process
  5. Encourage happy customers to give us testimonials

Analytics & Reporting

  1. Report tickets data on a daily/weekly basis to management
  2. Analyse data to observe trends & patterns in tickets
  3. Suggest improvements to the management for processes/customer experience/strategy/etc

Internal & External Relationships

  • Internal: Product/Business Management team
  • Internal: Operations team
  • Internal: Servicing team
  • External: Agencies & vendors
  • External: Customers

Analytics & Reporting

  • Report sales data on a daily/weekly basis to management
  • Analyse data to observe trends & patterns
  • Suggest improvements to the management for processes/content/strategy/etc

Internal & External Relationships

  • Internal: Product/Business Management team
  • Internal: Operations team
  • Internal: Marketing & communications team
  • External: Agencies & vendors
  • External: Roasters & brewers

Qualifications and Education Requirements

Graduate with min. 3 years overall in customer support and min. 1 years in a similar role

Experience with a D2C brand, hospitality brand, coffee startup, or premium consumer brand

Passion for coffee is a big plus

Preferred Skills

Strong Presentation & Communication skills. Strong interpersonal skills, ability to work in a team

Self-starter, Bias for Action, Project management, Hands-on execution, Excellent planning, Contingency planning.

Additional Notes

Previous experience working with hospitality brands, coffee shops preferred

  • Customer /Senior Customer Support

    1 week ago

    Bengaluru, Karnataka, India Adeptuz Management Solutions Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Qualification: 12th / Undergraduate / GraduateExperience: Experience: Minimum 6 months to 6 Years in a Voice process (inbound or outbound) in BPO Industry/Experience Specification: Previous experience in BPO inbound/outbound process preferred Job Role:As a Customer Care Executive or Senior Customer Care Executive, you will interact with customers primarily...

  • Senior Customer Support

    2 weeks ago

    Bengaluru, Karnataka, India Electronic Cash and Payments Solutions Pte Ltd., Singapore. Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionElectronic Cash and Payments Solutions Pte Ltd. (Ecaps), through its subsidiary Equity Capital Advisors (India) Private Limited in Bangalore, India, is the world's leading open banking system. Ecaps offers world-class, customizable products to its customers with a focus on financial inclusion.Role DescriptionThis is a full-time on-site...

  • Senior Customer Support Representative

    7 days ago

    Bengaluru, Karnataka, India Carveout Tech Full time ₹ 2,50,000 - ₹ 42,00,000 per year

    Immediate hiring for Senior Customer SupportWork from OfficeLocation: Kammanahalli, BangaloreMale/Female Graduates PreferredMore than 2 Years experienced candidates preferredDay shift job6 Days working & 1 Week offLooking for Sales or E-commerce background candidatesEnglish & Hindi with any south Indian Language is requiredJob Description:Manage overall...

  • Customer Support Executive

    1 week ago

    Bengaluru, Karnataka, India Toolyt Full time ₹ 3,00,000 - ₹ 6,00,000 per year

    Customer Support Executive - Freshers at Toolyt LocationBengaluru, IndiaSalary /monthJob TypeFull-timeDate PostedAugust 28th, 2025Apply NowWe are looking for a qualified Customer Support Executive to manage a team of representatives who will offer excellent customer service.To be successful as a customer support executive, you should display excellent...

  • Customer Support Executive

    5 days ago

    Bengaluru, Karnataka, India Toolyt Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    We are looking for a qualified Customer Support Executive to manage a team of representatives who will offer excellent customer service.To be successful as a customer support executive, you should display excellent interpersonal and communication skills as well as a professional appearance. These skills will prove invaluable when mentoring the...

  • Customer Support Executive

    7 days ago

    Bengaluru, Karnataka, India Organo Mart Full time ₹ 4,32,000 - ₹ 5,40,000 per year

    Salary - upto 4.5lpa1+yrs of experienceRole DescriptionThis is a full-time, on-site role for a Customer Support Executive in the Insurance domain, located in Bengaluru. The Customer Support Executive will handle day-to-day tasks including addressing customer queries, resolving complaints, providing online and technical support, and ensuring customer...

  • Customer Support Executive

    2 weeks ago

    Bengaluru, Karnataka, India Inspire Management Training Center Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    We are looking for motivated and skilled Customer Support Executives for a full-time role with one of our leading corporate partners in Bangalore, India.Key Responsibilities:Handle inbound and outbound customer communication professionallyProvide accurate information and resolve customer queries efficientlyMaintain customer records and follow-up logs in an...

  • Customer Support Executive

    3 days ago

    Bengaluru, Karnataka, India I Energizer IT Services Private Limited. Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Company DescriptionI Energizer IT Services Private Limited is a consumer services company based out of A-37 Sector-60, Noida, Uttar Pradesh, India. We strive to offer top-notch services to our clients by ensuring customer satisfaction through excellent support and services.Role DescriptionThis is a full-time on-site role for a Customer Support Executive...

  • Customer Support Executive

    5 days ago

    Bengaluru, Karnataka, India House Construct Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Company DescriptionHouse Construct is a distinguished construction company dedicated to creating exceptional living spaces since 1997. With over two decades of experience and more than 400 satisfied clients, our commitment to innovation, quality, and sustainability has fostered a legacy of excellence. Each project we undertake reflects our passion for...

  • Customer Support Executive

    5 days ago

    Bengaluru, Karnataka, India UnStartED Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Company DescriptionSchola Classes is an educational service provider dedicated to transforming the learning experience for students in India. We offer curated and specially designed online and offline educational programs to help students meet the demands of the modern world. Our goal is to empower students with essential skills and knowledge, enabling them...