Customer Support Executive

3 days ago

Gurgaon, Haryana, India d5e82e69-7bf8-4a3a-af33-bd177d4cad3d Full time ₹ 4,00,000 - ₹ 8,00,000 per year

About Kidology

We are looking for a proactive, empathetic, and detail-oriented Customer Support Executive to manage customer queries and complaints across social media, email, calls, and WhatsApp. The ideal candidate should have strong written and verbal communication skills with a problem-solving mindset and the ability to handle customers politely and professionally.

Key Responsibilities:

  • Respond to customer queries on Instagram, Facebook, and other platforms in a timely, brand-aligned tone.
  • Handle customer emails related to order status, returns, complaints, exchanges, and general inquiries.
  • Manage customer support over calls and WhatsApp, ensuring quick responses, proper call etiquette, and clear communication.
  • Coordinate with warehouse, logistics, and internal teams to resolve issues and ensure complete closure of customer concerns.
  • Maintain a daily tracker of complaints, resolutions, TAT, and escalations.
  • Identify and report recurring customer concerns to improve overall service quality and internal processes.
  • Ensure high customer satisfaction and maintain professionalism in every interaction.

Requirements:

  • Excellent written and verbal communication skills with strong customer empathy.
  • Basic understanding of e-commerce operations (orders, returns, exchanges, delivery timelines, etc.).
  • Prior experience in handling social media DMs, emails, calls, or WhatsApp-based support is a strong plus.
  • Ability to multitask, stay organized, and remain calm in high-pressure or high-volume situations.
  • Familiarity with Gmail, Meta Business Suite, Shopify, and basic CRM tools is preferred.

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