Customer Support Executive

8 hours ago

Delhi, Delhi, India Zero Solution Full time ₹ 20,000 - ₹ 40,000 per year

Job description: Customer Support Executive (D2C Experience 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 Executive
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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